Retentions Advisor

Verisure; Newcastle upon Tyne; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Private healthcare

MediCash health plan

PerkBox discounts

Job summary

Verisure is seeking a customer retention advisor for our Newcastle site. You will handle inbound calls from customers considering cancellation, understand concerns and present suitable retention options.

The role suits those who enjoy solving problems and turning challenging conversations into positive outcomes. You may come from customer service, contact centres, sales or retentions and will receive training and support to succeed.

Qualifications

• Experience in customer service, call centres, retail, hospitality, sales, telesales, account management or complaint handling.

Responsibilities

• Handle inbound calls from customers considering cancelling their service.
• Build rapport and understand customer needs and concerns.
• Explore solutions and explain benefits of Verisure's security service.
• Handle complaints and challenging conversations professionally.
• Use communication and problem‑solving skills to help retain customers.
• Maintain accurate customer records and collaborate with other departments as needed.
• Work towards customer service, retention and performance targets.

Skills

Customer service

Call centres

Retail

Sales

Telesales

Complaint handling

Job description

Location: Newcastle, NE12 8BU — Office Based

Basic Salary: £25,000, increasing to £27,000 with role progression

Commission: Uncapped, with realistic Year 1 earnings of approximately £32,200

Top Earning Potential: Up to £50,000 OTE

Working Hours: Monday to Friday, 37.5 hours per week

Shift Pattern: Alternating weekly between 9:00am–5:30pm and 9:30am–6:00pm

About the role

Verisure is a leading provider of professionally monitored security systems, helping protect more than 6.5 million families and small businesses across 17 countries.

Our Newcastle team is growing, and we're looking for friendly, confident people to join our Retentions team.

You'll speak to existing customers who are considering cancelling their service, understand their concerns and help them explore suitable solutions. This is a role for someone who enjoys helping people, solving problems and turning challenging conversations into positive outcomes.

Whether your background is in customer service, contact centres, sales or retentions, we'd love to hear from you.

What you'll be doing

• Handling inbound calls from customers considering cancelling their service.
• Building rapport and understanding customer needs and concerns.
• Exploring solutions and explaining the benefits of Verisure's security service.
• Handling complaints and challenging conversations professionally.
• Using your communication and problem-solving skills to help retain customers.
• Maintaining accurate customer records and working with other departments where needed.
• Working towards customer service, retention and performance targets.

What we're looking for

We're interested in people with experience in customer service, call centres, retail, hospitality, sales, telesales, account management or complaint handling.

Previous retentions experience isn't essential. If you're confident speaking to people, listening to their concerns and finding solutions, we'll provide the training and support to help you succeed.

You’ll ideally have strong communication and listening skills, a customer-focused approach, good attention to detail and a positive attitude towards learning.

What does the earning potential look like?

The role offers a £25,000 basic salary, increasing to £27,000 with role progression, plus uncapped commission.

Here’s a guide to the earning opportunity:

• Year 1: Around £600 per month in commission is typical.
• As you progress: Around £800 per month is achievable.
• Strong performers: Can earn around £1,500 per month.
• Top earning potential: Up to £50,000 OTE.

Working hours and benefits

This is an office-based role at our Newcastle site, NE12 8BU.

• Monday to Friday, with no weekend shifts.
• 37.5 hours per week, alternating weekly between the two shift patterns listed above.
• 29 days' annual leave including bank holidays, increasing to 31 days after one year's service.
• Your birthday off.
• Private healthcare and MediCash health cash plan.
• PerkBox discounts and offers.
• Onsite coffee shop and canteen.
• Discounted gym memberships and Verisure alarm systems.
• Cycle to Work Scheme and employee referral rewards.
• Full training, development and opportunities for internal progression.

Please note: The start date is fixed. All successful applicants must complete a DBS check, which will be provided by the company.