Job description
Retention & Quality Specialist Newcastle (NE12 8BU) £25,000 rising to £26,000 + performance bonus Monday–Friday, 9:00–17:30 (no weekends) We’re hiring a Retention & Quality Specialist to join our Newcastle team. 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 . The Role Retention (50%) 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 Quality & Coaching (50%) 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 What We’re Looking For 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 This role is ideal for a high-performing senior advisor or retention specialist looking to step into quality, coaching, and performance development while still staying hands-on.
Benefits
Birthday off Private healthcare & Medi. Cash Discounted gym membership Onsite café & canteen Perk. Box discounts Cycle to Work scheme Employee referral bonus About Us We are the No.1 global leader in professionally monitored security , protecting over 6.2 million customers worldwide . We are a fast-growing business with strong internal progression opportunities and a focus on developing high-performing teams across Europe and beyond.
Apply Apply now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company).