Retentions and Collections Executive

Role: Retentions and Collections Executive

Location: Bournemouth

Employer: Domestic Appliance Guard

Salary: £26,000

The role:

At Domestic Appliance Guard we are dedicated to protecting households with warranty services and outstanding customer care. Our mission is to give customers peace of mind by ensuring they\’re supported when they need us most.

We\’re now looking for a Retentions & Collections Executive to join our growing team. This role is ideal for someone who thrives in a fast-paced, customer-focused environment and is motivated by targets and delivering excellent service.

Responsibilities

· Handle inbound and outbound calls with customers whose policies are due for renewal, have lapsed, or have outstanding balances.

· Proactively engage with customers to retain their warranty cover by clearly communicating the value and benefits of their policy.

· Manage collections activity with professionalism, ensuring customers are treated fairly and compliantly while working to agreed recovery targets.

· Overcome objections confidently, using your listening and negotiation skills to build trust and maintain long-term customer relationships.

· Accurately update CRM systems and maintain records of interactions and agreements.

· Contribute to a positive team culture, sharing ideas to improve processes and customer experience.

The ideal candidate will have:

· Experienced in retentions, collections, telesales, or customer service

· A confident communicator with strong negotiation and objection-handling skills.

· Target-driven, resilient, and able to thrive in a performance-based environment.

· Empathetic and customer-focused, with the ability to balance business goals with fairness.

· Organised, accurate, and able to work with CRM systems and Microsoft Office tools.

Why join us?

• An office-based role within a supportive and professional team environment
• Opportunities for professional development and career growth
• Your Birthday off
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site gym

Job Type: Full-time

Pay: £26,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site gym
• Referral programme
• Transport links

Work Location: In person