B2C Retentions Sales Executive

B2C Retentions Sales Executive

Sheffield City Centre (office-based)

Salary: £24,250 + commission (OTE £35,000)

We’re excited to be hiring for a brand-new Retentions Executive role within our B2C telesales team. This is a fantastic opportunity for someone who wants to make a real impact, take ownership of a key area of B2C sales, and shape how Uni Homes manages customer cancellations now and into the future. You will be the central point of ownership for all cancellations within a friendly and collaborative office environment.

In this role, you will be the dedicated specialist responsible for handling all customer cancellation requests year-round. Some cancellation requests will be straightforward and transactional (e.g. a student group is no longer taking their tenancy) and will require accuracy and timeliness in processing. However, many will be saveable, typically when customers are reconsidering due to uncertainty, or not fully understanding the value of our service.

Your mission is to resell the value of Uni Homes, overcome objections, and retain as many customers as possible through excellent conversations and sound commercial judgement.

This is a fantastic opportunity for someone who enjoys negotiating, problem solving and having meaningful conversations that impact commercial performance.

What you’ll be doing

• Retention & value led reselling
• Handling every cancellation request and identifying saveable opportunities.
• Reselling the value of Uni Homes by clearly explaining how our service works and why it’s beneficial for students.
• Addressing objections by clarifying the full picture through your expert knowledge of our T&Cs.
• Keeping customers informed, reassured, and confident in their decision to stay.
• Using strong negotiation, empathy and communication skills to influence outcomes.
• Transactional cancellations
• Processing straightforward cancellations quickly and accurately.
• Maintaining excellent customer care, even when customers cannot be retained.
• Operational responsibilities
• Managing inbound and outbound calls and emails relating to cancellations.
• Using Salesforce CRM to manage and update cancellation cases accurately.
• Ensuring a smooth, professional experience for every customer from start to finish.
• Managing your caseload effectively during busy peak periods.
• Contributing to the development of retentions processes as the function grows.
• Supporting the B2C team
• Assisting with routine B2C operational tasks during quieter periods, such as:
• Light outbound tasks linked to onboarding and contract completion.
• Other administrative or call-based tasks that support a smooth customer journey.
• Collaborating closely with colleagues to share insights, trends and improvements.

What we’re looking for

• Experience in retentions, renewals, complaints handling, or a similar persuasive role.
• Target-driven and motivated by commercial outcomes and commission potential.
• Confident communicator with a warm, friendly and professional phone manner.
• Skilled in objection handling, reselling and influencing.
• Resilient, calm under pressure and comfortable navigating challenging conversations.
• Excellent organisation, accuracy and attention to detail.
• A proactive, positive and hard-working approach.
• Experience using CRM and telephony systems (we use Salesforce and Vonage) is beneficial, but not essential - full training is provided.

Working hours

• Monday to Thursday: 9:00 - 5:30
• Friday: 9:00 - 5:00
• Last weekend per month, with days off in lieu

Why join us?

• A chance to own and shape a brand-new role within a growing team.
• Uncapped commission with strong earning potential.
• Be the dedicated specialist for a key business function.
• Opportunity to shape and grow the retentions function over time.
• Work in our vibrant Sheffield city centre office as part of a fun and supportive team.

About us:

At Uni Homes, we’re on a mission to transform the entire student rental experience across the UK. As the market-leading student accommodation advertising platform and utility management service provider, we make finding and securing all-inclusive student accommodation simple, seamless, and stress-free.

We’re not just another platform. Uni Homes is developing innovative technology…