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