Retentions Advisor

Retentions Advisor

Location: Newcastle upon Tyne, NE12 8BU

Country: GB

Post Code: NE1 7

Application Deadline: 2026-10-09

Job Post Date: 2025-09-09

Profession: Customer Service & Operations

Employment Type: Post (Internally and Externally)

Job Description

We are currently hiring Retentions Advisors to join our customer care team in Newcastle! Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

Role Responsibilities

• Working in a call centre environment


• Making outbound calls to existing customers with the purpose of retaining them


• Dealing with escalated high-level complaints


• Establishing, building, and managing strong long-term customer relationships


• Ensuring customer satisfaction


• Liaising with various other departments both within the business and third parties


• Updating relevant information in our customers' records


• Delivering first class customer service to customers

Essential Skills

• Experience in call centre environment, an outbound or objections handling role would be beneficial


• Confident dealing with high level complaints


• Strong computer and MS Office skills


• Excellent communication skills with problem solving attitude


• Attention to detail


• Customer oriented, genuinely passionate about providing an amazing experience through every interaction


• The ability to multitask effectively whilst keeping a high level of service quality


• Teamworking skills


• Passionate and willing to learn in a dynamic environment


• Willing to accept new challenges

Benefits Package

• Enjoy your birthday off as a special treat


• Satisfy your cravings at our onsite coffee shop and our canteen


• Stay active with discounted gym and health club memberships


• Access private healthcare and MediCash cash plan


• Unlock a world of freebies and discounts with PerkBox


• Earn rewards through our employee referral program


• Enjoy discounts on our alarm systems


• Contribute to a greener lifestyle with the Cycle to Work Scheme

Career Opportunities

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills. We want our people to grow and build a career with us.

With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity. Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

How to Apply

Ready to make your dream job a reality and #BeVerisure? Send us your CV and we'll get in touch!

ALL APPLICANTS MUST COMPLETE A DBS CHECK - PROVIDED BY THE COMPANY IF SUCCESSFUL.

Additional Information

• Job number: r2024011061

#s1-Gen

Job DescriptionRetentions AdvisorNewcastle, NE12 8BUSalary: Starting 24,000 basic increasing to 26,000 with role progression. Role includes uncapped commission (up to 50,000 OTE)Working Hours: 37.5 hours per weekShift Pattern: Monday to Friday between 9am until 5:30pmHolidays: 29 days' annual leave including bank holidays, increasing to 31 days after 1 years' serviceWe are currently hiring Retentions Advisors to join our customer care team in Newcastle!Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.Role Responsibilities:Working in a call centre environmentMaking outbound calls to existing customers with the purpose of retaining themDealing with escalated high-level complaintsEstablishing, building, and managing strong
long-term customer relationshipsEnsuring customer satisfactionLiaising with various other departments both within the business and third partiesUpdating relevant information in our customers' recordsDelivering first class customer service to customersEssential skills:Experience in call centre environment, an outbound or an objections handling role would be beneficialConfident dealing with high level complaintsStrong computer and MS office skillsExcellent communication skills with problem solving attitudeAttention to detailCustomer oriented, genuinely passionate about providing an amazing experience through every interactionThe ability to multitask effectively whilst keeping a high level of service qualityTeamworking skillsPassionate and willing to learn in a dynamic environmentWilling to accept new challengesBenefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:Enjoy your birthday off as a special treat.Satisfy
your cravings at our onsite coffee shop and our canteen.Stay active with discounted gym and health club memberships.Access private healthcare and MediCash cash plan.Unlock a world of freebies and discounts with PerkBox.Earn rewards through our employee referral program.Enjoy discounts on our alarm systems.Contribute to a greener lifestyle with the Cycle to Work Scheme.Verisure Career OpportunitiesA career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills. We want our people to grow and build a career with us.With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention
rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.Ready to make your dream job a reality and #BeVerisure? Send us your CV and we'll get in touch!ALL APPLICANTS MUST COMPLETE A DBS CHECK- PROVIDED BY THE COMPANY IF SUCCESSFUL.Job SummaryJob number: r2024011061Date posted : 2025-09-09Profession: Customer Service & OperationsEmployment type: Post_Internally_and_Externally