Retention Agent Location: Thornton
Working Hours: Monday to Friday
Salary: £23,132.20 +
Commission & Performance-Based Incentives Join Our Retention Team Are you confident speaking to customers, great at finding solutions, and motivated by achieving results?
We’re looking for a
Retention Agent to join our established Retention Team at
Ruby Energy . This is a fantastic opportunity for someone who enjoys customer interaction, problem-solving and working towards performance-based rewards.
This is a
highly sought-after role , offering the opportunity to earn
great commission based on sales and retention performance , alongside additional performance-related incentives.
The key to this role is simple:
provide outstanding customer service, understand the customer’s needs and find the right solution to retain them with Ruby Energy. There is no cold calling involved – you will only speak with our existing customers. The Role As a Retention Agent, you will be responsible for engaging with existing customers to maximise retention, resolve account issues and deliver an exceptional customer experience.
You’ll play an important role in reducing customer churn by understanding concerns, overcoming objections and identifying solutions that work for both the customer and the business.
You will contribute to team targets through proactive customer communication, effective account problem-solving and a strong focus on customer satisfaction and loyalty.
Key Responsibilities - Contact existing customers via phone, email and internal systems to manage retention conversations and prevent customer churn.
- Understand customer concerns and resolve account issues, with a focus on retaining the customer wherever possible.
- Deliver consistently high-quality customer service while achieving individual targets for efficiency, quality and retention success.
- Work towards sales and retention targets, maximising commission and performance-based incentives.
- Handle customer objections confidently and professionally.
- Maintain accurate and up-to-date customer information across internal systems.
- Escalate complex account issues through the correct business channels when required.
- Follow all regulatory and compliance requirements at all times.
- Work collaboratively with other departments to achieve positive customer resolution and retention outcomes.
- Identify recurring customer or process issues and provide feedback to help improve retention strategies.
- Participate in training, one-to-one coaching and personal development plans.
- Maintain a logical, structured and professional approach when dealing with detailed or sensitive customer issues.
- Share knowledge, best practices and ideas with the wider team.
- Take ownership of customer interactions and be accountable for achieving results.
What We’re Looking For We’re looking for someone who is
customer-focused, commercially driven and solutions-oriented .
You may already have experience in customer service, sales, account management or retention, but more importantly, you’ll have the confidence and ability to communicate effectively with customers and find solutions.
Skills & Experience - Previous experience in customer service, sales, retention or a similar environment is preferred.
- Confident communicating with customers and handling objections.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building skills.
- Good organisational and time-management skills.
- Strong problem-solving and numeracy skills.
- Able to analyse account issues and use initiative to reach appropriate solutions.
- IT literate, with experience using Microsoft Excel, Outlook and Word.
- Comfortable working in a fast-paced environment where priorities can change.
- Able to work independently while also contributing positively to a team.
- Knowledge of energy or debt processes would be beneficial.
- Experience with systems such as Junifer, BigChange, UD, Teams, XOSERVE/ECOES and MaxContact would be desirable, but is not essential.
The Person You’ll be a
self-starter who takes ownership of your work and is motivated by achieving great outcomes for customers and the business.
We’re looking for someone who is:
- Proactive and driven.
- Passionate about customer success and retention.
- Motivated by achieving targets and earning performance-based rewards.
- Confident handling customer objections and challenging conversations.
- Logical, methodical and solutions-focused.
- Comfortable working in a fast-paced and constantly evolving environment.
- A strong team player who is also capable of working independently.
- Confident communicating with colleagues and other departments.
- Always looking for ways to improve processes and the customer experience.
- Accountable for their performance and committed to achieving results.
What We Offer We want our people to have the opportunity to develop, progress and be rewarded for their contribution.
Our benefits include:
- Monday to Friday working hours
- Competitive commission opportunities
- Additional performance-related incentives
- Clear career progression pathways
- In-house Learning & Development Team
- Continuous training and skill-building
- Birthday paid annual leave
- Buy & Sell Annual Leave Scheme
- Company pension
- Referral programme
- Free onsite parking
- Employee Assistance Programme (EAP)
- Career development opportunities
- Employee recognition incentives
- Company events
- Monthly dress-down days
- Tea & coffee facilities
- On-site canteen
- Local discounts and benefits
- Early Finish Fridays
Ready to Make a Difference? If you’re passionate about delivering excellent customer service, enjoy solving problems and are motivated by
retention, sales and earning great commission , we’d love to hear from you.
Join
Ruby Energy and become part of a team where your customer service skills, commercial ability and hard work can make a real difference.
Apply today and take the next step in your career with our Retention Team.