Retention Advisor

You'll love this role if you're ambitious and want to build capability that creates future opportunities.

This role sits at the intersection of customer experience and business performance. Every day you'll speak with customers reviewing their insurance needs and weighing up important decisions, using your judgement to understand their concerns, explain value clearly and explore solutions that work for them.

Success comes from more than communication skills. You'll develop resilience, learn how to make sound decisions under pressure and build the discipline that comes from working toward measurable goals.

What makes this role different is how deliberately your development is supported. With coaching, feedback and development conversations throughout the week, you'll be continuously building capability, not just doing the job. If you're motivated by growth, you'll quickly notice yourself becoming more confident, commercially minded and influential, creating a strong foundation for future specialist and leadership opportunities.

What You’ll Be Doing

A full-time role based in-office at Sippy DownsTake inbound calls from customers reviewing renewals or considering cancellationListen carefully to understand their concern, especially around price increasesExplain cover, pricing and value clearly so customers can make informed decisionsAdjust cover within approved guidelines where appropriateWork toward retention and performance targets, with results reviewed and coached regularlyFollow structured scripts and compliance requirements to make sure decisions are accurate and fairHandle back-to-back conversations that can be emotional, without letting one call affect the nextStay focused and consistent across your shift

What Great Looks Like

Customers leave the call clear about their optionsStay calm and measured when conversations become tenseConfidently explain value and guide decisions within guidelinesBalance empathy with performanceMaintain energy and professionalism across a full day of callsUse feedback to improve your retention results over timeTake accountability for your performance and look for ways to sharpen it

If you can see yourself growing into this, you’ll likely love it here.

What You’ll Get

Clear pay and incentives - Performance-based incentives, plus annual salary reviewsTime off you can plan around - 22 days annual leave, plus volunteer leaveA workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the dayLeaders who back your growth - Clear direction, regular coaching and real opportunities to step into new rolesPractical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insuranceWork 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.