Retention Advisor

About the role

This is a customer retention position for someone who wants to build confidence handling difficult conversations and strengthen skills that last. The job focuses on speaking with customers who are reviewing their renewal or thinking about cancelling, often because the price has changed. You’ll need to stay composed, explain the value and coverage clearly, and make policy changes only where they fit within the approved rules. The emphasis is on steady judgement and calm communication rather than pushy sales tactics.

You will work against retention goals, with set scripts, compliance standards and regular coaching to help you improve. The call flow is busy and consecutive, and some interactions may be emotional, but that environment is designed to develop resilience, decision-making and confidence.

What you will do

• Work full time on site at Sippy Downs.
• Answer inbound calls from customers who are reviewing their renewal or considering cancellation.
• Listen closely to understand the reason for their concern, especially when pricing is the issue.
• Clearly outline cover, cost and value so customers can make an informed choice.
• Update cover where allowed under the approved guidelines.
• Work toward retention and performance goals, with results reviewed and coached regularly.
• Use structured scripts and compliance rules to ensure decisions are accurate and fair.
• Manage back-to-back conversations that may be emotionally charged, without carrying one call into the next.
• Stay consistent and focused throughout the shift.

What success looks like

• Customers end the call with a clear understanding of their options.
• You remain calm and balanced when conversations become tense.
• You can confidently explain value and support decisions within policy limits.
• You balance empathy with the need to meet performance expectations.
• You keep your energy and professionalism steady across a full day of calls.
• You use coaching and feedback to steadily improve your retention outcomes.
• You take ownership of your results and look for ways to keep sharpening your performance.

What you will get

• Predictable start and finish times to help you plan life outside of work.
• 22 days of annual leave, plus volunteer leave and yearly salary reviews.
• Clear career growth opportunities, with many people progressing internally.
• Paid initial training and ongoing coaching as you develop.
• A supportive team culture where colleagues back one another.
• Free skin checks, flu vaccinations and financial wellbeing sessions.
• Discounted gym access through Fitness Passport.
• Discounted insurance products.
• End-of-trip facilities and a casual dress code.

About the employer

The company aims to make insurance feel more human by taking the time to genuinely understand customers and by supporting employees to grow rather than simply get through the day. Work here is intended to have impact, be recognised, and help shape a career around the individual.

Additional information

This is a full-time, in-office role based in Sippy Downs, Sunshine Coast, Queensland, Australia.

There were no stated salary details, vacancy count, education requirement, or application deadline in the source information.