Retentions Advisor

Verisure; Newcastle; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Birthday off

Onsite coffee shop and canteen

Gym discounts

Private healthcare

PerkBox

Referral rewards

Discounts on alarm systems

Cycle to Work Scheme

Job summary

Verisure in Newcastle is hiring a Retentions Advisor to join our retentions team. Start date 9 March. The role involves handling inbound calls to retain customers, resolving escalated issues, and building long-term relationships to ensure satisfaction.

Working 37.5 hours per week with two shift patterns. Salary starts at £25,000 basic, increasing to £26,000 with progression, plus uncapped commission up to £50,000 OTE; holidays 29-31 days; DBS check required.

Qualifications

• Call centre experience desirable
• Experience handling high-level complaints
• Strong MS Office skills
• Excellent communication and problem-solving abilities
• Attention to detail and customer focus
• Ability to multitask in a fast-paced environment
• Team player and quick to learn

Responsibilities

• Handle inbound calls to retain customers and reduce churn
• Resolve escalated complaints professionally
• Build and maintain strong long-term customer relationships
• Update customer records accurately and liaise with internal teams
• Deliver high-quality, first-class customer service

Job description

Retentions Advisor

Newcastle, NE12 8BU

Salary: Starting £25,000 basic increasing to £26,000 with role progression. Role includes uncapped commission (up to £50,000 OTE)

Working Hours: 37.5 hours per week

Shift Pattern: Monday to Friday between two shifts patterns, 9am until 5:30pm and 9:30am until 6:30pm

Holidays: 29 days’ annual leave including bank holidays, increasing to 31 days after 1 years’ service

We are currently hiring Retentions Advisors to join our retentions team in Newcastle with a start date of 9th March.

Verisureis the leading European provider of professionallymonitoredsecurity systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

Role Responsibilities:

• Working in a call centre environment
• Receiving inbound calls from customers with the purpose ofretainingthem
• Dealing with escalated high-level complaints
• Establishing, building, and managing strong long-term customer relationships
• Ensuring customer satisfaction
• Liaising with various other departments both within the business and third parties
• Updating relevant information in our customers’ records
• Delivering first class customer service to customers

Essential skills:

• Experience in call centre environment, an outbound or anobjectionshandling role would be beneficial
• Confident dealing with high level complaints
• Strong computer and MS office skills
• Excellent communication skills with problem solving attitude
• Attention to detail
• Customer oriented, genuinely passionate about providing an amazing experience through every interaction
• The ability to multitask effectively whilst keepinga high levelof service quality
• Teamworking skills
• Passionate and willing to learn in a dynamic environment
• Willing to accept new challenges

Benefits Package: AtVerisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.
• Satisfy your cravings at our onsite coffee shop and our canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare andMediCashcash plan.
• Unlock a world of freebies and discounts withPerkBox.
• Earn rewards through our employee referral program.
• Enjoy discounts on our alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.

VerisureCareer Opportunities

A career withVerisureoffers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills. We want our people to grow and build a career with us.

With over 35 years of insight, experience, and innovation ,Verisureis known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.

Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services whichdemonstratesour exceptional service levels and strong value proposition to our customers.

ALL APPLICANTS MUST COMPLETE A DBS CHECK- PROVIDED BY THE COMPANY IF SUCCESSFUL.