Retentions consultant

The Retention Consultant is responsible for preventing policy cancellations and minimising portfolio attrition by engaging clients or intermediaries at risk of leaving. The role requires advanced negotiation skills, strong product knowledge in Personal Lines insurance, and the ability to balance commercial outcomes, underwriting discipline, and Treating Customers Fairly (TCF) principles.

The consultant acts as the final point of intervention, using insight‑led negotiation to retain profitable business while ensuring compliance with underwriting, pricing, and conduct standards.

What will make you successful in this role? Proactively engage clients or intermediaries on cancellation, non‑renewal, discount requests, and unpaid premium cases; Apply high level negotiation techniques to retain policies through: premium restructuring, cover optimisation & excess adjustments; Value based selling and benefit articulation; Identify the true reason for cancellation and tailor ret...