Renewals and Retentions Agent

Job Title - Retentions Agent

Department – Retentions and Renewals

Reports to – Stops/Debt Team Manager

Location – Grey Street, Newcastle (Office Based)

Salary - £14.28 per hour

Purpose of the Role

The purpose of this role is to retain customers who may be considering leaving the business while supporting customers experiencing financial difficulties. The role is responsible for handling customer cancellations, retention conversations, debt-related enquiries, and escalated customer concerns to achieve positive outcomes for both the customer and the business.

The role focuses on protecting customer relationships, reducing customer loss, supporting debt resolution, and delivering a high standard of customer service through professional, empathetic, and solution-focused interactions.

Key Responsibilities

• Handle inbound and outbound customer calls relating to customer retention, cancellation requests, and debt-related enquiries.


• Manage customer conversations professionally and effectively to retain customers wherever appropriate.


• Support customers experiencing financial difficulties by identifying suitable solutions and payment arrangements in line with company processes.


• Build and maintain positive long-term customer relationships.


• Manage complex customer cases and escalated issues to achieve fair and balanced outcomes.


• Liaise with internal departments and third-party organisations where required to support customer resolutions.


• Maintain accurate and up-to-date customer records and case notes.


• Ensure customer satisfaction through high-quality service and effective communication.


• Achieve agreed performance, retention, quality, and productivity targets.


• Identify opportunities to improve customer outcomes and reduce customer loss.


• Adhere to company policies, procedures, and data protection requirements at all times.


• Role-model company values and behaviours in all customer interactions.

General Duties

• Comply with company policies and procedures.


• Maintain confidentiality and data protection standards.


• Promote equality, diversity, and inclusion.


• Undertake any other reasonable duties required by management.