Renewals and Retentions Agent

Job Advert - Retentions Agent  

Join a Business That’s Changing the Future of Waste 

We’re not just another company in the waste management sector, we’re a fast-growing, forward-thinking business on a mission to remove the hassle of waste for UK businesses while driving meaningful environmental change. 

Waste Managed is a growing business with a strong focus on customer service and lead generation. We have close to 40,000 customers across various sectors in the UK, and we're expanding fast. We work predominantly with SMEs, supporting business owners in navigating the world of waste. We support them with day-to-day operations, offer advice and guidance on legislation, and handle their relationship with their waste supplier on their behalf so they can get on with running their business. Our aim is to remove the hassle and stress for them. We work with a diverse mix of businesses, ranging from hairdressers and beauty salons to care facilities, schools, hospitality venues, and dental practices. Everyone needs to dispose of waste safely and legally, so no matter the business type, we are here to help. We value innovation and forward thinking and are always striving to continuously improve to better support our customers. Waste Managed is part of a group of companies who share a likeminded vision to be human, always put customers first, make time to listen and be a proactive problem solver - together, we can support each other to achieve more.   

A Purpose Beyond Profit 

We are proud thought leaders in the circular economy. Sustainability isn’t a buzzword for us; it’s embedded in everything we do. Our goal of 100% landfill avoidance drives our work every day, helping to reduce pollution, cut greenhouse gas emissions, and create a cleaner future. Our ISO accreditation reflects our deep commitment to continual improvement, environmental compliance, and real, measurable progress. 

Through our partnership with Just One Tree, we actively contribute to global reforestation efforts. To date, we’ve planted over 7,500 trees, helping to absorb an estimated 2,310 tonnes of CO₂ as they grow, restoring biodiversity and protecting vulnerable ecosystems. 

A Workplace That Lives Its Values 

We believe sustainability starts from within. That’s why we actively support greener commuting through subsidised metro passes, and bike-to-work initiatives, empowering our team to make environmentally conscious choices every day. 

Our employees are encouraged to take part in volunteer initiatives that support environmental and social causes, both locally and further afield. As part of the Biffa Group, we also support The Company Shop, an award-winning not-for-profit enterprise creating lasting, positive change in disadvantaged communities. 

Join our Customer Retentions team, a vital department dedicated to supporting customers at key moments in their journey. The team focuses on retaining customers who may be considering leaving, as well as working closely with those experiencing financial difficulties.  Through open, honest, and empathetic conversations, the department helps customers find manageable solutions to their debt while maintaining a positive relationship with businesses. Combining strong communication skills with a customer-first approach, the teams play a    crucial role in protecting customer loyalty and improving outcomes whilst ensuring every    interaction is handled with care and professionalism. 

What You will do:  

• Manage challenging conversations, whilst maintaining a high level of customer service to retain customers  

• Handle inbound and outbound customer calls to manage account balances.  

• Work in our customer retention team within a call centre environment  

• Establish and build and manage strong long-term customer relationships. 

• Ensure customer satisfaction with all interactions  

• Deal with complex cases and escalated issues  

• Liaise with various other departments both within the business and third parties. 

• Keep customer records updated with clear and concise information.  

We are looking for someone:  

• Experienced in working in a fast pace target driven environment 

• Minimum of 12 months experience in a retention or debt management role   

• Excellent interpersonal & communication skills with problem solving attitude and able to show empathy  

• Target and results driven 

• Customer oriented, genuinely passionate about providing an amazing experience on every interaction and building long term value whilst keeping relationships alive and protecting revenue and reducing losses 

• Previous experience in handling cancellation requests and escalated cases 

• Forward thinking in resolving customer dissatisfaction  

• To be Proactive and work effectively and efficiently, enjoying working in a team  

• Passionate and willing to learn in a dynamic and challenging environment 

• Energetic, reliable and passionate about customer satisfaction 

• Stay calm under pressure  

Why Join Us? 

This is an opportunity to be part of a growing, ambitious company that combines commercial success with real environmental and social impact. You’ll join a team that values innovation, supports development, and takes pride in making a difference for customers, communities, and the planet. 

If you’re looking for a role where you can grow your career while contributing to something bigger, we’d love to hear from you.  

Benefits package:  

• Competitive salary with rewarding bonus structure 

• Covering health care, pensions. 

• Employee assistant programme with 24hrs access to GP 

• 25 days holiday leave plus bank holidays 

• Group Income Protection for long term sick 

• Personal health care plan 

• Personalised career path 

• A culture that ensures you will love what you do