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, GoPro cameras, TVs, pizzas, Echo Dots, Apple Watches, Sonos speakers, iPads, 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