Customer Retention Advisor – Insurance Renewals Specialist – Remote, Full‑Time Role Driving Customer Loyalty & Revenue Growth

About brighthush

At brighthush, we are redefining the way insurance services are delivered in a digital‑first world. Our mission is to empower customers with transparent, trustworthy, and timely insurance solutions while fostering long‑term relationships built on confidence and value. As a market‑leading provider of insurance products, brighthush combines cutting‑edge technology, rigorous regulatory compliance, and a people‑centric culture to create experiences that keep customers coming back year after year.

Our remote‑first workforce is a testament to our belief that talent thrives when given flexibility, autonomy, and the tools to succeed from anywhere. Whether you are joining from a bustling city apartment or a quiet countryside cottage, you will be part of a collaborative, high‑performing team that celebrates diversity, encourages continuous learning, and rewards results.

Why This Role Matters

The Customer Retention Advisor is the frontline guardian of our customer relationships. In an industry where renewal rates directly impact profitability and brand reputation, you will be the trusted voice that helps policyholders understand the value of staying with brighthush, resolves concerns, and uncovers opportunities to enhance coverage. Your ability to blend empathy with persuasive communication will not only safeguard revenue but also turn potentially churn‑prone customers into brand advocates.

Key Responsibilities

• Handle inbound calls from existing policyholders who are considering cancellation or renewal, delivering a calm, knowledgeable, and solution‑focused experience.
• Navigate brighthush’s online sales platform to assist customers with policy changes, upgrades, and cross‑sell opportunities, ensuring each interaction meets FCA regulatory and compliance standards.
• Identify and act on renewal opportunities by analysing customer data, policy history, and market trends to propose tailored solutions that meet individual needs.
• Document every call accurately in the CRM system, capturing key insights, outcomes, and follow‑up actions to support continuous improvement and reporting.
• Collaborate with the underwriting, claims, and product development teams to stay updated on policy features, pricing changes, and new product launches.
• Achieve weekly and monthly retention targets while maintaining high customer satisfaction (CSAT) scores and adherence to quality assurance metrics.
• Participate in regular coaching sessions, role‑plays, and performance reviews to refine communication techniques and stay ahead of industry best practices.
• Contribute ideas for process enhancements, script improvements, and automation opportunities that can streamline the renewal journey.
• Support occasional Saturday shifts (1 in every 3 Saturdays, 9 am‑1 pm) to ensure coverage during peak renewal periods.
• Promote brighthush’s charitable initiatives by participating in two paid volunteer days per year, reinforcing our commitment to community impact.

Essential Qualifications

• Minimum of 12 months of proven experience in a call‑centre environment, preferably within insurance, financial services, or a similarly regulated sector.
• Demonstrated success in meeting or exceeding sales, retention, or performance targets in a target‑driven setting.
• Strong verbal communication skills with the ability to convey complex policy information in clear, customer‑friendly language.
• Resilience and the capacity to handle objection handling, difficult conversations, and high‑volume call loads without compromising quality.
• Excellent organisational skills, including the ability to manage multiple customer interactions, follow‑up tasks, and documentation requirements simultaneously.
• Familiarity with FCA regulations, data protection (GDPR), and industry compliance standards is highly desirable.
• Proficiency with CRM platforms, call‑handling software, and basic Microsoft Office applications (Word, Excel, Outlook).
• Reliable high‑speed internet connection and a quiet, professional home office setup that meets brighthush’s remote‑working standards.

Preferred Qualifications & Experience

• Previous experience specifically as an Insurance Renewals Advisor, Policy Renewals Advisor, or Retention Consultant.
• Track record of upselling or cross‑selling additional insurance products during renewal conversations.
• Certification or training in sales techniques such as SPIN, Challenger, or Consultative Selling.
• Experience working with remote teams and using collaboration tools such as Microsoft Teams, Slack, or Zoom.
• Knowledge of insurance product lines (e.g., motor, home, travel, pet) and the ability to quickly learn new policy details.

Core Skills & Competencies

• Customer‑Centric Mindset: Genuine passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret policy data, identify renewal patterns, and propose value‑adding solutions.
• Persuasive Communication: Skilled at influencing decisions while maintaining honesty and transparency.
• Problem Solving: Quick to diagnose issues, propose resolutions, and follow through to closure.
• Time Management: Efficiently prioritises tasks to meet call‑handling targets and administrative responsibilities.
• Adaptability: Comfortable navigating changing regulations, product updates, and evolving customer expectations.
• Team Collaboration: Works well with peers, supervisors, and cross‑functional partners to achieve shared goals.

Compensation, Perks & Benefits

• Competitive Salary: £25,700 per annum, paid monthly.
• Generous Paid Time Off: 24 days of annual leave plus your birthday off, encouraging work‑life balance.
• Pension Scheme: Employer‑matched contributions to help you plan for the future.
• Healthcare Cash Plan: Access to a range of health services, from dental to physiotherapy, at reduced cost.
• Group Life Assurance: Peace of mind for you and your loved ones.
• Charity Volunteering Days: Two paid days each year to support causes you care about.
• Remote‑Work Stipend: One‑time allowance for home‑office equipment and internet upgrades.
• Continuous Learning: Access to online training platforms, industry webinars, and internal mentorship programmes.
• Career Progression: Clear pathways to senior advisory roles, team leadership, or specialist product expertise.

Work Environment & Culture at brighthush

brighthush prides itself on a culture that blends high performance with genuine care for people. Our remote‑first model is supported by:

• Weekly virtual “coffee chats” that foster informal connections across departments.
• Monthly virtual town‑halls where leadership shares strategic updates and celebrates employee achievements.
• Recognition programmes that reward top performers with bonuses, extra leave, and public acknowledgment.
• Inclusive policies that ensure every voice is heard, regardless of location, background, or experience level.
• Well‑being initiatives such as virtual fitness classes, mental‑health resources, and ergonomic assessments for home offices.

Career Growth & Learning Opportunities

Joining brighthush is not just a job—it’s a launchpad for a thriving career in insurance and customer experience. As you excel in the Customer Retention Advisor role, you will have access to:

• Structured development plans that map out skill‑building milestones and promotion criteria.
• Cross‑training opportunities with our underwriting, claims, and product teams to broaden industry knowledge.
• Leadership development tracks for those aspiring to become team leads, supervisors, or managers.
• Professional certifications (e.g., Chartered Insurance Institute qualifications) funded by brighthush.
• Opportunities to contribute to strategic projects, such as redesigning the renewal journey or piloting AI‑driven customer insights tools.

Application Process & Important Dates

We are looking for candidates who can start on 23 November to participate in a comprehensive four‑week onboarding and training programme. The process is straightforward:

1. Submit your CV through the link below.
2. Complete a brief online assessment that evaluates communication style and problem‑solving ability.
3. Participate in a virtual interview with the Recruitment Team and a senior Retention Manager.
4. Receive a formal offer and begin your onboarding journey.

We encourage you to apply as soon as possible—our training cohort fills quickly, and we are eager to welcome enthusiastic, customer‑focused professionals to the brighthush family.

Ready to Make an Impact?

If you have experience in any of the following roles—Retention Advisor, Insurance Renewals Advisor, Policy Renewals Advisor, Customer Retention Advisor, Insurance Sales Advisor, or Renewals Consultant—your expertise is exactly what brighthush needs to drive higher renewal rates and delight our customers.

Take the next step in your career and become a pivotal part of a forward‑thinking, remote‑first organisation that values your talent, supports your growth, and rewards your success.

Apply To This Job

Join brighthush Today

At brighthush, we believe that great people create great experiences. If you are resilient, organised, and passionate about delivering outstanding customer service, we want to hear from you. Click the link above, submit your CV, and embark on a rewarding journey where every conversation matters.