Retention Specialist/Manager

Job Advert; Fareham; On-site; GBP 36,000 - 44,000; Full time

Job summary

Job Advert in Fareham, Hampshire is seeking an experienced Retention Specialist/Manager to lead a new customer retention function within a regulated financial services business. You’ll own reducing policy cancellations and improving persistency while protecting existing cover.

Reporting to the director, you will design processes, implement early-warning triggers and measurable improvements in retention. You will collaborate across teams to drive compliant, customer-focused outcomes.

Qualifications

• Proven track record reducing churn in financial services.
• Experience building or implementing a retention process or function.
• Strong telephone manner and objection-handling skills.
• Ability to analyse data, identify trends and turn insights into action.
• Highly organised, self-motivated and capable of independent workload management.
• Experience in regulated environments such as financial services, insurance, telecoms or utilities.

Responsibilities

• Build and implement a retention strategy.
• Monitor at-risk policies and cancellations daily.
• Contact customers by phone, text and email to resolve issues and retain cover.
• Recover missed payments and coordinate policy reinstatements.
• Refer cases requiring new advice to qualified advisers and track outcomes.
• Liaise with providers to resolve payment and underwriting issues.
• Produce weekly reports, identify trends and recommend improvements.
• Maintain accurate CRM records and ensure FCA Consumer Duty compliance.

Skills

Retention experience

Retention process

Telephone manner

Data analysis

Organisation & workload mgmt

Regulated environment experience

Job description

Retention Specialist/Manager - Insurance
Fareham, Hampshire
£40,000 + Quarterly Bonus (OTE £50,000–£60,000)
Full-Time - Office-Based - Permanent

Are you an experienced Retention Specialist with a proven track record of reducing customer churn and improving retention performance?
This is an exciting opportunity to build a customer retention function from the ground up within a growing, regulated financial services business. You’ll take ownership of reducing policy cancellations, improving persistency and protecting customers’ existing cover.
Working directly with the director, you’ll shape the retention strategy, create effective processes and deliver measurable improvements.

Key Responsibilities

• Build and implement a retention strategy, including early-warning triggers and escalation processes.
• Monitor at-risk policies, failed payments and pending cancellations daily.
• Contact customers by phone, text and email to resolve issues and retain existing cover.
• Recover missed payments and coordinate policy reinstatements.
• Refer cases requiring new advice to qualified advisers and track outcomes.
• Liaise with providers to resolve payment and underwriting issues.
• Produce weekly reports, identify trends and recommend improvements.
• Maintain accurate CRM records and ensure all activity meets FCA requirements and Consumer Duty.

Skills & Experience Required

• Proven experience in customer retention, with measurable results.
• Experience building or implementing a retention process or function.
• Confident telephone manner and strong objection-handling skills.
• Ability to analyse data, identify trends and turn insights into action.
• Highly organised, self-motivated and comfortable managing your own workload.
• Experience working in a regulated environment, such as financial services, insurance, telecoms or utilities.