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

Customers call to review their renewal or cancel, often because of price. You’ll listen carefully, explain cover and value clearly, and adjust policies within guidelines where it’s appropriate. It’s about calm thinking, not pressure tactics.

You’ll work toward retention targets, with structured scripts, compliance requirements and regular coaching. Calls are back to back and sometimes emotional, but that’s how you build real resilience, judgement and confidence.

What you’ll be doing

- 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 transparent 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

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.

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📌 Customer Retention Advisor (Sunshine Coast Regional)
🏢 Youi Insurance
📍 Sunshine Coast Regional