Retentions Executive

Every interaction here is about ensuring this one customer becomes loyal today.

Responsibilities

• Drive Customer Communication: Speak directly with customers facing consideration to leave, addressing doubts and reasons such as renewal decisions or cancelled direct debits.

• Create Retention Opportunities: Turn customer conversations into long-term loyalty through superior communication, pricing adjustments, or bespoke solutions.

• Enhance Customer Experience: Conducts journey analyses to identify pain points in processes, service quality, or product offerings.

• Proactive Engagement: Collate and follow up with outbound calls to customers’ policy renewal deadlines to ensure uninterrupted home cover.

• Payment Reinstatement: Convert lost relationships by resolving direct debit issues, reactivating policies, and re-engaging hesitant customers.

• Clears Resolution with Negotiation Skills: Balance fair pricing against Hometree’s business goals.

• CRM & Trend Tracking: Maintain accurate customer records, logs and action metrics in our systems for compliance and future insights.

• Lead Improvement Initiatives: Provide actionable data and trends to minimise future cancellations at the outset.

What We’re Looking For

• Customer Retention Experience: Handy background in customer service, especially in retention or ‘save’ teams.

• Authentic People Skills: Builds rapport effortlessly, demonstrating empathy and service mastery, supporting diverse team needs.

• Polished Communication: Clear, confident, professional in both verbal and written exchanges—personal and written.

• Goal-Oriented Mindset: Driven by achievement, with a "no excuses" attitude toward targets and outcomes.

• Totally Curious and Solution-Focused: Sees challenges as opportunities to refine processes, definitions of quality, or troubleshoot customer-specific changes.

• Detail Obsessed: Disciplined prowess for accurate record-keeping, fast focus on sub-dilemmas that mitigate errors in communication and systems.

• Cool Under Pressure: Calm, resilient, and effective in high-conflict situations, turning scenarios that risk cancellation into transaction wins.

• Collaborative Culture Add: We flourish hand-in-hand—sharing tactics, brainstorming wins, and pushing front lines forward together.

• The Right Tech Guru: Effortlessly proficient in various CRM, front-desktop tools, and self-serve digital touchpoints.

Perks

We shine bright for our people—and we do just that in 10 ways:

• Holidays: 25 days (plus UK bank holidays/your birthday)
• Cover Woes: Free Hometree home emergency cover + 40% friend/family discounts.
• Wyvern Wellness: Premium gym discounts across 100+ UK venues + fitness/restory apps.
• Wellness Support: £300 home-working allowance.
• Headspace & Heartspace: Oliva App virtual psychologist access.
• Perimenopause/Women’s Health Support: Support from Stella, including for close family members.
• Cycle to Work Scheme: For your green two-wheel commute.
• Life Shaping Moments: Regular team ‘events’, socials—think Summer + Winter parties for connection.

Important Requirements

• FCA Compliance: Employees (starting EOD) will follow Financial Conduct Authority (FCA) guidelines and ethical standards—prioritising customer fairness, market integrity, and responsible competition.

• Equal Opportunity: Hometree’s values what uniqueness brings to the team. Your background? Irrelevant. We judge only your potential, respect, and contributions to both people and planet. No discrimination here—that’s just our stance.