Retention Agent

Ruby Energy group; Borough of Wyre; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading energy supplier in the UK is seeking a Retention Agent to join their team in Thornton Cleveleys, Lancashire. The successful candidate will engage with customers to maximize retention, resolve account issues, and deliver high-quality service. This full-time on-site role emphasizes customer satisfaction and loyalty while contributing to team targets. Candidates should have relevant customer service experience and excellent communication skills. The position offers a dynamic work environment with various employee perks and development opportunities.

Benefits

Buy & Sell Annual Leave Scheme

Company Pension

Free onsite parking

Employee Assistance Programme

Monthly dress down days

Qualifications

• Experience in customer support, sales, or retention environments preferred.
• Ability to communicate effectively with customers.
• Good numeracy skills and problem-solving ability.

Responsibilities

• Engage with customers to maximize retention and resolve issues.
• Deliver high-quality customer service while meeting performance targets.
• Collaborate with other departments to support retention outcomes.

Skills

Customer support experience

Strong organizational skills

Excellent communication skills

IT literacy (Excel, Outlook, Word)

Tools

Junifer

Teams

Job description

Functional Functional Always active The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network. Preferences Preferences The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user. Statistics Statistics The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you. Marketing Marketing The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.

HereatRubyEnergy,wehaveanexcitingpositionavailablefora Retention Agent tojoinourdynamicteambasedwithinourofficesinThornton Cleveleys Lancashire,

As a Retention Agent, you will be responsible for engaging with customers to maximise retention, resolve account issues, and deliver high-quality service while meeting performance, efficiency, and compliance standards. You will contribute to team targets through proactive customer communication, account problem-solving, and a strong focus on customer satisfaction and loyalty.

PleasenotethisisafulltimeonsiteroleinThorntonCleveleysLancashireandtheidealcandidatemustbeabletocommuteonsitedaily

• Workinghours–MondaytoFriday
• Buy&SellAnnualLeaveScheme
• CompanyPension
• Referralprogram
• Freeonsiteparking
• EmployeeAssistanceProgramme(EAP)
• EmployeeRecognitionIncentives
• Companyevents
• Monthlydressdowndays
• Tea&coffeefacilities&On-siteCanteen
• Localdiscounts/benefits
• EarlyFinishFridays

MainResponsibilities(butnotlimitedto):

• Contact customers via phone, email, or internal systems to handle retention conversations and prevent customer churn.
• Resolve customer account issues with a focus on saving the customer wherever possible.
• Deliver high-quality customer service while meeting individual performance targets for efficiency, quality, and retention success.
• Work in line with personal development plans, taking part in internal training and one-to-one coaching sessions provided by management.
• Flag recurring customer or process issues and contribute feedback to help improve customer retention strategies.
• Escalate complex account problems using the correct business channels when required.
• Maintain accurate customer account updates across internal systems.
• Follow regulatory and compliance guidelines at all times to ensure full adherence.
• Collaborate with other departments to support customer resolution and retention outcomes.
• Maintain a logical and structured approach when dealing with detailed or sensitive customer issues.
• Support the wider team by sharing insights, best practices, and improvement ideas

Skills and Experience Required:

• Experience of working in customer support, sales, or retention environments (preferred).
• Comfortable communicating with customers and handling objections.
• Strong organisational and time management skills.
• Excellent interpersonal and relationship-building skills.
• Clear and effective verbal and written communication.
• IT literate, with proficiency in Microsoft Excel, Outlook, and Word.
• Comfortable working in an environment of constant change.
• Good numeracy skills and problem-solving ability.
• Able to analyse account issues and apply initiative to reach solutions.
• Knowledge of energy or debt processes is beneficial.
• Familiarity with systems such as Junifer, Big Change, UD, Teams, XOSERVE/ECOES, and Max Contact is desirable but not essential.
• Self-starter with a proactive approach.
• Driven by customer success and retention results.
• Motivated to identify issues and propose improvements.
• Works well independently and collaboratively.
• Logical, methodical, and solutions-focused.
• Performs well in a fast-paced, evolving environment.
• Confident communicating internally and cross-departmentally.
• Takes ownership and accountability for results.

OurJourney

Launchedin2002,we’reexpertsincommercialutilitiesandweknowwhatittakestodeliverhighlevelsofcustomerservice.WithourHeadOfficeinFleetwood,Lancashire,andofficesinManchester,wearepositionedto servebusinessesacrosstheUKwithdedicationandexcellence.

TheRubyWay

Ruby’svaluesareattheheartofeverythingwedo:

Collaborative:Weensureyourvoiceisheard.Welistentoourcustomersandstrivetodeliverstrong,responsivecustomerservice.

Human:Wegiveapersonaltouchandsupporttoourcustomersandeachother,treatingeveryonewithrespect andunderstanding

Committed:Weuseinnovativesolutionstoimproveourservicesandalwayssticktoourword.

Weprideourselvesondeliveringconsistentlyhighlevelsofcustomerserviceandinnovativeproductsto organisationsacrossallindustries.Ourvisionistobecomethebestindependentcommercialenergysupplierin thecountry.Weaimtoprovidecontractsthatarestraightforward,competitive,andmostimportantly,tailoredto yourbusinessneeds.

InvestingintheRubyCommunity

Wearecommittedtofairness,transparency,honesty,andprofessionalism.Byheavilyinvestinginourpeople, processes,andsystems,wecontinuouslyimproveourcustomerengagementandserviceofferings.

Whatyouneedtodonow…

Ifyouwouldlovetojoinusasour new Retention Agent,weencourageyoutoapplynow!

BepartofourbrightfutureandtalktoRubytoday!

Here at Ruby Energy, we are passionate in our recruitment process and bringing even more talent into our existing teams. If you’re looking for progression, and opportunity to grow your career with us, in an exciting and diverse business, then we are for you!