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Retention & Quality Specialist

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Verisure Services (UK) Limited

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Location:
United Kingdom , Newcastle Upon Tyne

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

25000.00 - 26000.00 GBP / Year
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Job Description:

This is a hands-on, 50/50 role combining inbound customer retention calls with quality monitoring and coaching activity. You will spend time both on the phones and improving performance across the team.

Job Responsibility:

  • Handle inbound customer calls with a focus on retaining customers
  • Manage objections and deliver strong customer outcomes
  • Use your experience to influence positive customer decisions
  • Stay close to live call trends and customer needs
  • Lead by example through high-quality call handling
  • Monitor and evaluate retention calls (inbound & outbound)
  • Identify trends, risks, and improvement opportunities
  • Provide clear, structured feedback to agents
  • Support coaching sessions and occasional training delivery
  • Work with management to improve overall performance and compliance

Requirements:

  • Experience in a call centre environment (retention, sales, or customer service)
  • Comfortable working on the phones as part of the role
  • Strong communication skills with the ability to give constructive feedback
  • Good attention to detail and an analytical mindset
  • Confident working with call data, performance trends, and behaviours
  • A proactive team player who leads from the front
What we offer:
  • Birthday off
  • Private healthcare & MediCash
  • Discounted gym membership
  • Onsite café & canteen
  • PerkBox discounts
  • Cycle to Work scheme
  • Employee referral bonus

Additional Information:

Job Posted:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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