Retention Agent

Start date: 19th October 2026 Hybrid working: (after training) Starting Salary: £27,500 plus commission What we’re looking for: 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 What you’ll be doing: 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 What you get from us: Competitive base salary plus commission Structured training to give you all the tools to succeed throughout your NFS career Incentives & rewards including Amazon & Love2Shop vouchers, Go.

Pro cameras, TVs, pizzas, Echo Dots, Apple Watches, Sonos speakers, i. Pads, 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