Retention Advisor

Job description

You’ll love this role if you want to get sharper at handling tough conversations and build capability that lasts. Customers call to review their renewal or cancel, often because of price. You’ll listen carefully, explain cover and value clearly, and adjust policies within guidelines where it’s appropriate. It’s about calm thinking, not pressure tactics. You’ll work toward retention targets, with structured scripts, compliance requirements and regular coaching. Calls are back-to-back and sometimes emotional, but that’s how you build real resilience, judgement and confidence. What you’ll be doing: - A full-time role based in-office at Sippy Downs - Take inbound calls from customers reviewing renewals or considering cancellation - Listen carefully to understand their concern, especially around price increases - Explain cover, pricing and value clearly so customers can make informed decisions - Adjust cover within approved guidelines where appropriate - Work toward retention and performance targets, with results reviewed and coached regularly - Follow structured scripts and compliance requirements to make sure decisions are accurate and fair - Handle back-to-back conversations that can...