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- Tasks: Engage with customers to retain them and coach your team for success.
- Company: Join a leading global security company with a focus on growth.
- Benefits: Enjoy a competitive salary, private healthcare, and birthday off!
- Other info: Great opportunities for career progression in a dynamic environment.
- Why this job: Make a real impact while developing your coaching and quality skills.
- Qualifications: Experience in call centres and strong communication skills are essential.
The predicted salary is between 25000 - 26000 £ per year.
Newcastle (NE12 8BU)
£25,000 rising to £26,000 + performance bonus
Monday–Friday, 9:00–17:30 (no weekends)
We’re hiring a Retention & Quality Specialist to join our Newcastle team. This is a hands-on, 50/50 role combining inbound customer retention calls with quality monitoring and coaching activity. You will spend time both on the phones and improving performance across the team.
The Role
- Retention (50%)
- Handle inbound customer calls with a focus on retaining customers
- Manage objections and deliver strong customer outcomes
- Use your experience to influence positive customer decisions
- Stay close to live call trends and customer needs
- Lead by example through high-quality call handling
- Monitor and evaluate retention calls (inbound & outbound)
- Identify trends, risks, and improvement opportunities
- Provide clear, structured feedback to agents
- Support coaching sessions and occasional training delivery
- Work with management to improve overall performance and compliance
What We’re Looking For
- Experience in a call centre environment (retention, sales, or customer service)
- Comfortable working on the phones as part of the role
- Strong communication skills with the ability to give constructive feedback
- Good attention to detail and an analytical mindset
- Confident working with call data, performance trends, and behaviours
- A proactive team player who leads from the front
This role is ideal for a high-performing senior advisor or retention specialist looking to step into quality, coaching, and performance development while still staying hands-on.
Benefits
- Birthday off
- Private healthcare & MediCash
- Discounted gym membership
- Onsite café & canteen
- PerkBox discounts
- Cycle to Work scheme
- Employee referral bonus
About Us
We are the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide. We are a fast-growing business with strong internal progression opportunities and a focus on developing high-performing teams across Europe and beyond.
Apply
Apply now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company).
Retention & Quality Specialist employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention & Quality Specialist
✨Tip Number 1
Get to know the company inside out! Research our values, mission, and recent achievements. This will help you tailor your conversations during interviews and show us that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your experience in retention and quality, as well as your ability to coach and lead by example.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows us that you're enthusiastic and professional, which is exactly what we’re looking for!
We think you need these skills to ace Retention & Quality Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your call centre experience and any coaching or quality monitoring roles you've had. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Retention & Quality Specialist role. Share specific examples of how you've successfully retained customers or improved performance in previous roles.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application is clear and concise. Use professional language but keep it friendly. We love seeing personality in applications, so let us know who you are!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see more about what we do at StudySmarter!
How to prepare for a job interview at Verisure
✨Know Your Stuff
Before the interview, make sure you understand the role of a Retention & Quality Specialist. Familiarise yourself with customer retention strategies and quality monitoring techniques. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Experience
Be ready to discuss your previous experience in a call centre environment. Highlight specific examples where you've successfully retained customers or improved team performance. Use metrics if possible to demonstrate your impact, as this will resonate well with the interviewers.
✨Prepare for Role-Play Scenarios
Since this role involves handling calls and providing feedback, be prepared for potential role-play scenarios during the interview. Practice how you would handle a difficult customer call or give constructive feedback to a colleague. This will showcase your communication skills and ability to lead by example.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for monitoring calls, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.