Retentions Advisor – Remote Working (3-Month FTC) Full Time NEW

3-Month Fixed-Term Contract | Fully Remote

About UIB

Union Income Benefit (UIB) is a UK insurance brokerage trusted by over 2.5 million members. For more than 25 years, we’ve partnered with major Trade Unions to provide straightforward, reliable and affordable protection. We’re FCA regulated and proud to have held Investors in People status since 2002.

The Role

This is a 3-month fixed-term contract within our Customer Services & Retentions team. You’ll make outbound calls to union members whose cover has recently lapsed, with the aim of re-engaging them, understanding their needs, and supporting positive retention outcomes.

Using our dialler system and compliant call structure, you will:

·        Contact lapsed members to discuss their cover and explore retention options.

·        Hold clear, professional conversations focused on customer needs and fair outcomes.

·        Handle objections calmly and confidently while keeping control of the call.

·        Promote appropriate products and services where relevant.

·        Accurately record call outcomes and follow-up actions in the CRM.

·        Manage callbacks and follow-ups within agreed timeframes.

·        Work to agreed retention, quality and productivity targets.

What success looks like in this role

·        Voice & delivery: clear, confident, professional and business-focused.

·        Call control: leads the conversation and handles objections effectively.

·        Customer focus: balances retention with treating customers fairly.

·        Compliance & accuracy: follows process and records information accurately.

·        Results: comfortable working towards targets and service levels.

What you’ll bring

There are no strict essentials, but we’re particularly interested in candidates with:

·        Experience in a contact centre or customer service environment.

·        Experience in retentions, renewals, or a similar outbound role.

·        Strong phone communication and active listening skills.

·        Confidence handling challenging conversations professionally.

·        Good attention to detail and comfort using CRM or internal systems.

·        Resilience, organisation and a calm approach under pressure.

Working pattern

·        Fully remote (UK-based).

·        Monday–Friday shifts between 0900-1700

What we offer

·        3-month fixed-term contract.

·        £27,000 per annum (pro‑rata for the duration of the contract)

·        Fully remote working.

·        Structured processes, scripts and support.

·        Friendly, established customer services team.

·        Weekday working – no weekends.

The application process

1.      CV review by our Recruitment Team.

2.      20-30 minute interview

3.      2^nd Stage with a hiring manager

If you’re looking for a short-term opportunity where you can apply your customer service or retention experience and make an immediate impact, we’d love to hear from you.