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