Retention & Quality Specialist

Retention & Quality Specialist Newcastle (NE12 8BU) £25,000 rising to £26,000 + performance bonus Monday–Friday, 9:00–17:30 (no weekends) We’re hiring a Retention & Quality Specialist to join our Newcastle team. This is a hands-on, 50/50 role combining inbound customer retention calls with quality monitoring and coaching activity. You will spend time both on the phones and improving performance across the team. The Role Retention (50%) Handle inbound customer calls with a focus on retaining customers Manage objections and deliver strong customer outcomes Use your experience to influence positive customer decisions Stay close to live call trends and customer needs Lead by example through high-quality call handling Quality & Coaching (50%) Monitor and evaluate retention calls (inbound & outbound) Identify trends, risks, and improvement opportunities Provide clear, structured feedback to agents Support coaching sessions and occasional training delivery Work with management to improve overall performance and compliance What We’re Looking For Experience in a call centre environment (retention, sales, or customer service) Comfortable working on the phones as part of the role Strong communication skills with the ability to give constructive feedback Good attention to detail and an analytical mindset Confident working with call data, performance trends, and behaviours A proactive team player who leads from the front This role is ideal for a high-performing senior advisor or retention specialist looking to step into quality, coaching, and performance development while still staying hands-on. Benefits Birthday off Private healthcare & MediCash Discounted gym membership Onsite café & canteen PerkBox discounts Cycle to Work scheme Employee referral bonus About Us We are the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide. We are a fast-growing business with strong internal progression opportunities and a focus on developing high-performing teams across Europe and beyond. Apply Apply now and we’ll be in touch. All successful applicants will be subject to a DBS check (provided by the company). We are Verisure – and we are Proud to Protect Verisure is the leading provider of professionally-monitored smart alarms for residential households and small businesses in Europe, and we are growing in Latin America. We trade as Verisure in most of the countries where we operate, and as Securitas Direct in Spain and Portugal. We protect more than three million customers in 19 countries. Our business model integrates product development, design and sales with installation, outstanding service and a 24/7 professional monitoring solution. We protect people from intrusion, fire and flood - and we save lives. We believe it is a human right to feel safe and secure. It takes passionate people to protect Protecting what matters most for our customers takes innovative technology and, above all, passionate people. People who are driven by our purpose. Every one of our 33,000 colleagues takes this responsibility to protect seriously. Every day, they demonstrate our DNA – the unique imprint we look for, nurture and unleash in every member of our Verisure family. Our people strategy is clear: to create the best, winning team. We do this by finding and attracting the very best talent; by growing and nurturing the talent we already have; and by engaging our people around our vision, our strategy and our DNA. And with more than 80% of our colleagues interacting with our customers every day, they personally deliver our customer promise: to protect what matters most. Do you have what it takes to be Proud to Protect? Would you like to be part of the next phase of our successful growth story? We are looking forward to receive your application.