Company Overview
At Your Brand Cover, we're proud to be one of the UK's fastest-growing appliance cover specialists. We're rated Excellent on Trustpilot and are known for our friendly, reliable service. Our unique Lifetime Appliance Plan gives customers peace of mind with unlimited repairs, free upgrades every 5 years, and dedicated UK-based support.
We operate with a clear vision and strong core values of Fairness, Trust, Value, and Reliability – values embedded in our culture and at the heart of everything we do.
We believe in nurturing talent and helping our employees grow to fulfil their career goals. This is an exciting opportunity to develop with a business that is expanding quickly, while helping to shape the customer experience and internal processes
Job Overview
As a Customer Service & Retentions Advisor, you'll be the voice of YBC. You will handle inbound customer queries with professionalism and efficiency, while also focusing on customer retention – ensuring we provide tailored solutions to customers who may be considering cancellation.
This role is varied, fast-paced, and requires excellent communication and problem-solving skills. You'll work to resolve issues, provide clear information, and ensure every customer leaves the call with confidence in our service.
Responsibilities
* Manage a high volume of inbound customer calls.
* Handle cancellation requests, working to retain customers through tailored solutions.
* Manage payment queries, refunds, and amendments with exceptional attention to detail.
* Set up new and amend existing payment plans.
* Keep accurate, up-to-date records and notes on customer accounts.
* Support customers with appliance queries and repair/replacement journeys.
* Diagnose common household appliance issues over the phone.
* Handle complaints professionally and escalate where necessary.
* Provide feedback to directors on recurring issues to improve service and processes.
* Contribute to documenting processes, training materials, and policy updates.
* Assist with wider operational duties as needed
Skills and Experience
* 1–2 years' experience in a customer service role (retentions experience Highly desirable )
* Confident communicator with excellent active listening skills.
* Ability to adapt to different customer personalities and situations.
* Comfortable handling objections and overcoming barriers.
* Strong attention to detail and ability to work independently.
* Able to multi-task, prioritise, and manage time effectively.
* Resilient, professional, and proactive.
* Some sales experience useful but not essential.
* Experience with CRM systems advantageous but not required .
* Excel Experience highly desirable.
What We Offer
* £25,000 per year.
* 37.5 hours per week, Monday to Friday (9am–5pm, no weekends).
* 20.66 days annual holiday (plus bank holidays).
* An additional free day's holiday for your birthday.
* A collaborative, supportive, and friendly working environment.
* Genuine career growth opportunities and development roles.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
Application question(s):
* Do you have 1-2 years experience in a Customer Service role?
Work Location: In person