Retention Agent

Retention Agent
Location: Windsor
Base Salary: Competitive base salary plus commission

• Clear, confident communicators who enjoy helping people
• Experienced in handling inbound and outbound calls, with excellent verbal communication skills
• Detail-oriented with a high level of accuracy in record-keeping
• Solution-focused and creative in resolving customer issues
• Resilient, positive, and commercially motivated
• Previous experience in retention, customer service, or sales environments is desirable

• Contacting policyholders who have missed payments and arranging payment solutions
• Handling customer requests, including payment arrangements and sending policy details
• Responding to cancellation requests and using retention tools to retain customers
• Handling and escalating customer complaints where necessary
• Recording call notes accurately, including policy or payment changes
• Meeting individual and team targets in a professional, results-driven manner
• Applying quality assurance and compliance rules to all retention activities
• Reporting trends, customer complaints, and agent misconduct to management
• Communicating effectively with other departments such as Service, Claims, and Sales
• Keeping up to date with changes to company policies, processes, and procedures

• 40 hours per week, Monday to Friday, 9 am – 6 pm (one week per month 10 am – 7 pm)
• Hybrid working options available after 3 months, dependent on performance

• Competitive base salary plus commission
• Structured training to give you all the tools to succeed throughout your NFS career
• Incentives & rewards including Amazon & Love2
  
  Shop vouchers, GoPro cameras, TVs, pizzas, Echo Dots, Apple Watches, Sonos speakers, iPads, and more
• Life Assurance from day one
• Employee Assistance Programme for personal and professional support
• Flu vaccinations, cycle-to-work scheme, eye test and glasses vouchers, and free fruit to support wellbeing
• Enhanced maternity and paternity pay
• Pension scheme and 23 days holiday plus bank holidays
• A team-spirited culture with regular theme days, charity events, and celebrations for achievements

Equal Opportunity Employer Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

We use technology, including AI, to support elements of our screening process while ensuring that every hiring decision remains human-led.

This posting is intended to fill an existing vacancy, with a headcount requirement of [X] positions.

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact