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...
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.
Desirable:
Life or protection insurance knowledge, including persistency and commission clawback.
Experience working with insurer retention teams or early-warning systems.
CRM experience, ideally Zoho.
Experience influencing or coaching sales teams.
What’s on Offer?
£40,000 base salary.
Quarterly performance-related bonus, with OTE of £50,000–£60,000.
The opportunity to build and lead a new function with direct access to senior decision-makers.
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.
Desirable:
Life or protection insurance knowledge, including persistency and commission clawback.
Experience working with insurer retention teams or early-warning systems.
CRM experience, ideally Zoho.
Experience influencing or coaching sales teams.
What’s on Offer?
£40,000 base salary.
Quarterly performance-related bonus, with OTE of £50,000–£60,000.
The opportunity to build and lead a new function with direct access to senior decision-makers.
Job Summary
Location: Fareham, Hampshire Salary: £35,000 - £40,000 per Year Contract Type:
Permanent Sector:Sales Division:
Commercial
Date: 22nd October 2026
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