Retention Advisor

Department: Retention
Employment Type: Full-time
Location: Hybrid (Home Office and Field-Based)

This role is a hybrid position (50% home-based, 50% field-based), combining door-to-door/field-based work - meeting customers face-to-face -and working from home, making outbound retention calls to existing customers.

In this role, you will ensure every customer receives maximum value from their energy plan by providing clear guidance, relevant offers, and support that encourages engagement, satisfaction, and retention.

What's in it for you?

• 32,000 - 34,000 base salary (depending on experience)
• 15,000 uncapped bonus (OTE 47,000+)
• Mileage expenses covered
• Hybrid working model (50% home-based, 50% field-based)
• Clear progression opportunities based on performance

Key Responsibilities:

• Engage directly with customers (face-to-face and outbound calls) to drive customer retention, win-back

• Manage and convert warm leads, conducting proactive follow-ups to improve customer engagement and retention rates
  
  

• Provide energy plan advice, tailored offers, and customer support to maximise customer lifetime value and satisfaction
• Use selling techniques and objection handling to achieve positive sales outcomes and increase conversion rates
• Consistently achieve and exceed targets, KPIs, and performance metrics (daily, weekly, and monthly)
• Maintain accurate and up-to-date records in CRM systems and internal databases

• Collaborate with team members and contribute to overall team performance and sales objectives

Skills, Knowledge and Expertise:

• Proven success in sales, customer retention, or telesales environments, with a strong record of achieving KPIs and revenue targets
• Minimum 1 year of experience in door-to-door sales, field sales, inside sales, or outbound calling
• Excellent communication, negotiation, and interpersonal skills, with the ability to build customer relationships and trust

• Strong objection handling, closing techniques, and problem-solving abilities
• Highly self-motivated, target-driven, and able to work independently in a remote or field-based role
• Strong time management, planning, and organisational skills
• Experience using CRM software (e.g., Salesforce, HubSpot, or similar) is an advantage
• Full, clean driver's licence and access to your own vehicle