Company Overview
At Your Brand Cover, we’re proud to be one of the UK’s fastest-growing appliance cover specialists. We’re rated Excellent on Trustpilot and are known for our friendly, reliable service. Our unique Lifetime Appliance Plan gives customers peace of mind with unlimited repairs, free upgrades every 5 years, and dedicated UK-based support.
We operate with a clear vision and strong core values of Fairness, Trust, Value, and Reliability – values embedded in our culture and at the heart of everything we do.
We believe in nurturing talent and helping our employees grow to fulfil their career goals. This is an exciting opportunity to develop with a business that is expanding quickly, while helping to shape the customer experience and internal processes.
Job Overview
Success in this role will come from your ability to build rapport, understand customer concerns, confidently handle objections and demonstrate the value of staying with Your Brand Cover.
Please note: This is not a traditional customer service role. Whilst providing excellent customer service is important, the primary focus is customer retention, objection handling and achieving retention targets.
As a Customer Retention Advisor, your primary responsibility will be retaining existing customers who are considering cancelling their cover. You will use your communication, negotiation and problem-solving skills to understand customer concerns, overcome objections and demonstrate the value of our products.
Whilst customer service remains important, this role is heavily focused on retention performance and customer account management rather than general administration.
This role is varied, fast-paced, and requires excellent communication and problem-solving skills. You’ll work to resolve issues, provide clear information, and ensure every customer leaves the call with confidence in our service.
This role suits individuals who enjoy influencing customer decisions, overcoming objections and achieving measurable results.
You will be measured against retention, quality and customer satisfaction targets.
Responsibilities
- Handle customer cancellation requests and work to retain customers through effective objection handling and solution-focused conversations.
- Understand customer concerns and identify opportunities to retain policies that may otherwise cancel.
- Negotiate suitable retention solutions whilst ensuring positive customer outcomes.
- Consistently achieve retention, quality, and customer service targets.
- Manage customers who have cancelled Direct Debits, missed payments, or fallen into arrears.
- Demonstrate the value of Your Brand Cover's products and services to customers considering leaving.
- Manage a high volume of inbound customer calls and enquiries.
- Process payment queries, refunds, account amendments, and payment plan arrangements with exceptional attention to detail.
- Maintain accurate, up-to-date records and notes on customer accounts and interactions.
- Support customers throughout their appliance cover journey, including repair and replacement enquiries.
- Assist customers with basic appliance troubleshooting and diagnose common household appliance issues over the phone where appropriate.
- Handle customer complaints professionally, seeking resolution at the earliest opportunity and escalating when necessary.
- Identify recurring customer issues and provide feedback to management to help improve products, services, and internal processes.
- Contribute to the development of processes, training materials, knowledge bases, and policy documentation.
- Assist with wider customer service and operational duties as required.
Skills and Experience
Essential Experience
- Minimum 1 year's experience in a customer retention, renewals, collections or customer save environment is required.
- Experience handling customer objections and difficult conversations.
- Experience working against performance targets and KPIs.
Highly Desirable
- Insurance, warranty, utilities, telecoms, subscriptions or membership retention experience.
- Call centre experience.
- FCA-regulated environment experience.
The Ideal Candidate
You may currently work in:
- Retentions
- Renewals
- Customer Save Teams
- Membership Retention
- Collections
- Insurance
- Utilities
- Telecommunications
- Subscription Services
- Contact Centre Sales
KPI Statement
Successful candidates will be comfortable working towards monthly retention, productivity and quality KPIs in a target-driven environment.
What We Offer
- £25,000 per year.
- 37.5 hours per week - Monday to Friday (9am–5pm, with no weekend working).
- 22.66 days annual holiday (plus bank holidays).
- An additional free day’s holiday for your birthday.
- Full Training and Support Provided.
- A collaborative, supportive, and friendly working environment.
- Genuine career growth opportunities and development roles.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
Ability to commute/relocate:
- Brighton BN41 1AF: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Have you worked in a role where you were measured against retention or sales targets?
Experience:
- Customer retention: 1 year (required)
Work Location: In person
