Customer Retention Advisor

You’ll love this role if you want to get sharper at handling tough conversations and build capability that lasts.

• A full-time role based 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

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 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 more human and provide a better alternative for our customers. As a challenger brand, we question the status quo to support people when life doesn’t go to plan, with real people helping real customers at the moments that matter most. It’s also a place where you can make your mark. We grow our own people here, with clear pathways, structured development and hands-on coaching helping many team members step into leadership roles across the business.

We’re a performance-driven business, and effort doesn’t go unnoticed. Results are recognised and rewarded through incentives, everyday shout-outs and programs like Youi Stars. You’ll also see clear direction from senior leaders, with a strong focus on what matters most and a drive to get results without distractions. As more customers choose Youi, we keep growing, creating new roles and real opportunities to build your career over time.

It's 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.