Retentions Admin

Imperial Recruitment Group; Tees Valley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Retentions Administrator to support customer retention by managing cancellation requests and providing administrative support. Responsibilities include making outbound calls to clients, handling policy renewals, and ensuring accurate record-keeping. The ideal candidate will have strong administrative skills and experience with CRM systems. This role offers flexibility with full-time or part-time hours and aims to enhance client satisfaction through exceptional service.

Responsibilities

• Making outbound calls to clients with missed payments to secure resolution.
• Handling policy renewals and anniversary calls to maximise retention.
• Completing welcome calls for all new policyholders.
• Updating and managing client records on our CRM system.
• Processing policy changes, cancellations, reinstatements, and updates.
• Handling inbound client queries related to payments and policies.
• Supporting general office and insurance administration.

Skills

Confident and professional on the phone

Strong administrative and organisational skills

Experience using a CRM system

Excellent attention to detail

Able to work independently and as part of a team

Previous insurance industry experience

Knowledge of policy renewals, payments, or compliance

Worked in a retention role / call centre role

Job description

Retentions Administrator

Salary : Negotiable

Contract : Permanent

Hours : Full time or Part Time

Role Purpose

The Retentions Administrator is responsible for supporting customer retention efforts by managing cancellation requests, coordinating save-attempt processes, ensuring accurate record-keeping, and providing exceptional administrative and customer service support.

Key Responsibilities

• Making outbound calls to clients with missed payments to secure resolution
• Handling policy renewals and anniversary calls to maximise retention
• Completing welcome calls for all new policyholders
• Updating and managing client records on our CRM system
• Processing policy changes, cancellations, reinstatements, and updates
• Handling inbound client queries related to payments and policies
• Supporting general office and insurance administration

Skills & Qualifications

• Confident and professional on the phone
• Strong administrative and organisational skills
• Experience using a CRM system
• Excellent attention to detail
• Able to work independently and as part of a team
• Previous insurance industry experience - Desirable
• Knowledge of policy renewals, payments, or compliance – Desirable
• Worked in a retention role / call centre role previously. - Desirable

Interested?

Apply now or contact Aidan Antoniou at Imperial Recruitment Group for a confidential discussion.

Imperial Recruitment Group is committed to being an equal opportunities employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, experiences, and abilities, ensuring fair treatment throughout the recruitment process