Retention Specialist/Manager - Insurance
Fareham, Hampshire
£40,000 + Quarterly Bonus (OTE £50,000–£60,000)
Full-Time - Office-Based - Permanent
Are you an experienced Retention Specialist with a proven track record of reducing customer churn and improving retention performance?
This is an exciting opportunity to build a customer retention function from the ground up within a growing, regulated financial services business. You’ll take ownership of reducing policy cancellations, improving persistency and protecting customers’ existing cover.
Working directly with the director, you’ll shape the retention strategy, create effective processes and deliver measurable improvements.
Key Responsibilities
- Build and implement a retention strategy, including early-warning triggers and escalation processes.
- Monitor at-risk policies, failed payments and pending cancellations daily.
- Contact customers by phone, text and email to resolve issues and retain existing cover.
- Recover missed payments and coordinate policy reinstatements.
- Refer cases requiring new advice to qualified advisers and track outcomes.
- Liaise with providers to resolve payment and underwriting issues.
- Produce weekly reports, identify trends and recommend improvements.
- Maintain accurate CRM records and ensure all activity meets FCA requirements and Consumer Duty.
Skills & Experience Required
- Proven experience in customer retention, with measurable results.
- Experience building or implementing a retention process or function.
- Confident telephone manner and strong objection-handling skills.
- Ability to analyse data, identify trends and turn insights into action.
- Highly organised, self-motivated and comfortable managing your own workload.
- Experience working in a regulated environment, such as financial services, insurance, telecoms or utilities.
Retention Specialist/Manager in Fareham employer: Job Advert
Join a dynamic and supportive team in Kettering as a Production Administrator, where your organisational skills will be valued in a fast-paced production environment. Enjoy flexible working hours, competitive pay, and the opportunity to collaborate closely with both the Production and Senior Leadership teams, all while contributing to meaningful processes that drive success. With potential for contract extension and a focus on employee growth, this role offers a rewarding experience in a well-established organisation committed to fostering a positive work culture.
