Home Based Retentions Executive

Job Title: Customer Sales Advisor - Retentions
Salary: 24,500 per year + OTE 7,800 per annum Contract: Permanent, full time (37.5 hours/week)
Start Date: Various
Shift Pattern: Rotating 6-week rota within core hours 8:00-20:00, Monday-Saturday

About Us For consecutive years we've been recognised as a "Great Place to Work." We're looking for driven, customer-focused people to join our Retentions team where a supportive, target-driven culture rewards resilience, empathy and clear communication.

The role As a Retentions Advisor you'll work in a fast-paced, high-energy environment helping existing customers who are considering changes to their account. Your focus will be on listening, understanding customer needs, recommending appropriate solutions in line with FCA requirements, and achieving the best outcomes for both the customer and the business. You'll log into our automatic call distributor and manage inbound interactions, building rapport quickly and delivering excellent service on every call.

Who we're looking for

• Self-driven: motivated by sales targets and compliant outcomes.
• Empathetic, active listener: able to understand customer needs and build trust.
• Resilient & adaptable: stay calm under pressure, respond positively to rejection and regulatory change.
• Curious, growth mindset: keen to learn about products, compliance and customer perspectives.
• Clear communicator: explain products transparently, avoid jargon or misleading language.
• Independent: ambitious and innovative, able to work autonomously in a home-based role.

Working hours & breaks

• 37.5 hours per week on a rotating schedule.
• Two 15-minute breaks and a one-hour lunch each shift.
• Equipment provided; you must have broadband access.

Training & progression You'll receive comprehensive onboarding including eLearning, facilitator-led sessions, role reality sessions, call listening and call taking exercises to ensure you're equipped to succeed. We support internal mobility and leadership development to help you grow your career.

Benefits

• Starting salary: 24,500.
• Average bonus/OTE: 7,800 per annum (based on sales performance, customer service and call quality).
• Health Cash Plan, instant discounts, credit-building tool, Salary Finance loans, electric vehicle leasing and long service awards.
• Personal and professional development through internal mobility and leadership programmes.