Retentions and Cancellations Specialist

Retentions and Cancellations Specialist

Location: Newcastle, NE12 8BU
Salary: £25,000 per year, increasing to £27,000 with role progression
Commission: Uncapped – realistic first-year earnings of approximately £32,200
OTE: Up to £50,000
Employment Type: Full-time, office-based
Working Hours: Monday to Friday, 37.5 hours per week
Start Date: Monday 23rd November 2026

The Role

Confident handling difficult conversations? Know how to turn a cancellation request into a reason to stay?

We're looking for motivated people to join our Retentions team in Newcastle, helping us retain existing customers and reduce cancellations.

As a Retentions and Cancellations Specialist, you'll speak directly with customers who are considering leaving Verisure. You'll need to understand what's driving their decision, address their concerns and use your communication and negotiation skills to find solutions that encourage them to stay.

This is a target-driven role where your ability to influence decisions, overcome objections and demonstrate value will make a real difference. You'll be responsible for turning challenging conversations into positive outcomes while contributing to the performance of the wider Retentions team.

Key Responsibilities

• Handle inbound calls from customers looking to cancel their Verisure service.
• Identify the reasons behind cancellation requests and explore opportunities to retain customers.
• Use questioning, negotiation and objection-handling skills to address concerns and overcome barriers to staying.
• Explain the value and benefits of Verisure's security services, helping customers make informed decisions.
• Explore appropriate solutions based on individual customer circumstances.
• Manage challenging conversations and complaints professionally, remaining calm and focused on the outcome.
• Work towards retention targets, save rates and performance KPIs.
• Maintain accurate customer records and ensure conversations and outcomes are documented correctly.
• Work with other departments where necessary to resolve issues affecting customer retention.
  

What We're Looking For

We're looking for confident communicators who can think on their feet, handle objections and influence conversations.

Previous experience in retentions or cancellations would be beneficial, but isn't essential. We're also interested in people with backgrounds in sales, telesales, contact centres, complaints handling or other roles where they've had to influence decisions and achieve results.

You'll ideally bring:

• Strong communication and negotiation skills.
• The confidence to challenge objections and handle difficult conversations.
• A resilient, positive and solution-focused approach.
• The ability to understand customer concerns and identify opportunities to retain business.
• A target-driven mindset and motivation to earn commission.
• Good attention to detail when recording customer interactions.
  

Above all, we're looking for people who are comfortable having challenging conversations, enjoy working towards clear goals and want their performance to be reflected in their earnings.

What We Offer

Salary and earning potential

• £25,000 basic salary, increasing to £27,000 with role progression.
• Uncapped commission linked to performance.
• Typical first-year commission of around £600 per month.
• Around £800 per month achievable as you gain experience.
• Strong performers can earn around £1,500 per month in commission.
• Realistic first-year total earnings of approximately £32,200, with potential earnings of up to £50,000 OTE.
  

Commission earnings depend on individual performance, giving you the opportunity to increase your income as your results develop.

Working Hours and Benefits

• Monday to Friday, with no weekend shifts.
• 37.5 hours per week.
• Alternating weekly shifts of 9:00am–5:30pm and 9:30am–6:00pm.
• 29 days' annual leave, including bank holidays, increasing to 31 days after one year's service.
• Your birthday off.
• Private healthcare and MediCash health cash plan.
• PerkBox discounts and offers.
• Onsite coffee shop and canteen.
• Discounted gym memberships and Verisure alarm systems.
• Cycle to Work Scheme and employee referral rewards.
• Full training and opportunities for internal progression.
  

Ready to Apply?

If you're confident handling objections, enjoy negotiation and want a role where your results can directly influence your earnings, we'd like to hear from you.

Apply today to be considered for our Monday 23rd November 2026 intake.

Important information: This is an office-based position at our Newcastle site, NE12 8BU. The start date is fixed. All successful applicants must complete a DBS check, which will be provided by the company.