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Retentions Agent

Newcastle City Centre

Up to £25k (OTE £40k)


MCF Recruitment are delighted to be working with a Client based in Newcastle City Centre who have a clear, defined focus on helping thousands of customers take control of their business by offering everything they need for payment processing and waste management. 2022 and early 2023 have been incredible and as a result, they are looking to add the right people to their incredibly successful sales and retentions team.

What’s on offer?

  • £25K starting base salary plus incentive scheme

  • Offices on the UK’s most Instagrammed street right in the heart of Newcastle city centre

  • Benefits package, which is second to none covering health care, pensions, enhanced annual leave. 

  • Employee assistant programme 

  • 24hrs access to GP

  • 25 days holiday leave +8 days bank holidays

  • Group Income Protection for long term sick

  • Personal health care plan

  • Personalised career path

  • A culture that ensures you will love what you do


  • Working in a call centre environment – Managing inbound and outbound calls

  • Making outbound calls to existing customers with the purpose of retaining them

  • Dealing with escalated high-level complaints

  • Establishing, building, and managing strong long-term customer relationships

  • Ensuring customer satisfaction

  • Liaising with various other departments both within the business and third parties

  • Updating relevant information in our customers’ records

  • Maintain close regular contact with assigned accounts both current and lost

  • Provide advice and support to customers who are thinking of terminating their contract

  • Convert account who have actively served notice of termination to convert back to active customer

Qualifications & Experience Required:


  • Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs

  • Excellent communication skills

  • Work in a target driven environment

  • Strong customer service background

  • An enquiring mind with good listening skills, letting their passion and personality shine through while always putting our customers first and provide an amazing service as a part of our team

  • Problem Solving

  • Ability to multitask



  • Computer literate, numerate with very good verbal and written interpersonal skills

  • Experience working to call targets withing a high-volume call environment.

  • Experience within a Customer environment is desirable but not essential as full training, development is provided

  • Computer Skills


If you feel that you have the skills and experience needed for this role, please apply using the button below and one of our experienced Recruiters will be in touch ASAP. 

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