Customer Retention Representative

You'll love this role if people naturally trust you and you're curious about what drives their decisions.

Customers contact us when something has prompted them to take a look at their policy. It might be a change in circumstances, a question about value or a price increase. Your role is to understand what's driving the conversation and help them assess their options with confidence.

While insurance knowledge can be taught, the ability to build trust, communicate clearly and stay calm under pressure is what sets great team member apart. Those skills are strengthened every day in this role.

You won't be left to figure it out on your own. Through regular coaching, call reviews and ongoing feedback, you'll have multiple opportunities each week to sharpen your skills. It's one of the reasons people grow so quickly here. The capability you build in influence, negotiation and decision-making can open doors across the business.

What you’ll be doing

• A full-time role in-office at Sippy Downs
• Take inbound calls from customers reviewing renewals or considering cancellation
• Listen carefully to understand their concern, especially around price increases
• Explain cover, pricing and value clearly so customers can make informed decisions
• Adjust cover within approved guidelines where appropriate
• Work toward retention and performance targets, with results reviewed and coached regularly
• Follow structured scripts and compliance requirements to make sure decisions are accurate and fair
• Handle back-to-back conversations that can be emotional, without letting one call affect the next
• Stay focused and consistent across your shift

What great looks like

• Customers leave the call clear about their options
• Stay calm and measured when conversations become tense
• Confidently explain value and guide decisions within guidelines
• Balance empathy with performance
• Maintain energy and professionalism across a full day of calls
• Use feedback to improve your retention results over time
• Take accountability for your performance and look for ways to sharpen it

Many people who are successful in this role haven't come from insurance, they've come from retail, hospitality and customer-facing roles where they learned how to connect with people, earn trust and confidently navigate customer questions, concerns and objections.

If that sounds like you, we'll help you build the sales and insurance skills from there.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• Time off you can plan around - 22 days annual leave, plus volunteer leave
• A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day
• Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles
• Practical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Work that has real purpose - Helping customers get back on track when life doesn’t go to plan

Ready?

Hit Apply and we'll circle back.

Why Youi

We’re here to make insurance better by being more human. You’re not just doing your job, you’re making sure real people get looked after, especially when life doesn’t go to plan. Every conversation, every decision, every day you’re part of raising the bar for want awesome service really means.

We set high standards and recognise people who deliver. Results are rewarded through incentives, everyday shout-outs and programs like Youi Stars, so the impact you make never goes unnoticed. You’ll know what’s expected of you, where we’re heading and how your work contributes. We grow our own people here, with clear pathways, structured development and hands-on coaching, helping many team members step into leadership and specialist roles across the business.

And as more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time. We don’t just want insurance to be different; we’re actively making it better. And we’re doing it together.

Work that’s a bit more you shaped.

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.