About this role
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).