You’ll manage retention conversations, unpack what’s driving the decision, and work through fair options that make sense. It’s not about pushing, it’s about reading the situation, and responding with confidence as you already know our systems and products. This is where you sharpen your influencing skills, strengthen your bounce back and build commercial capability. With structured coaching and real-time feedback, you’ll grow skills that open career pathways.

What you’ll be doing

• A full-time role in-office at Sippy Downs
• Take inbound calls from customers reviewing renewals or considering cancellation
• Engage with customers enquiring about their cover and seeking clarity
• Listen carefully to understand what’s driving their decision, especially around value, and provide options
• Clearly explain cover, pricing and value so customers can make informed choices 
• Adjust cover within approved guidelines where appropriate
• Work toward retention and performance targets, with regular coaching and feedback
• Follow structured scripts and compliance requirements to ensure decisions are accurate and fair
• Manage back-to-back conversations while staying composed and professional

• 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
• Completed Youi's 6-month probation period

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

Apply now and we'll circle back or for more information about Retention, reach out to Hayden Foot.