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).