You'll love this role if people naturally trust you and you're curious about what drives their decisions.
Customers contact us when something has prompted them to take a look at their policy.
It might be a change in circumstances, a question about value or a price increase.
Your role is to understand what's driving the conversation and help them assess their options with confidence.
While insurance knowledge can be taught, the ability to build trust, communicate clearly and stay calm under pressure is what sets great Retention Advisors apart.
Those skills are strengthened every day in this role.
You won't be left to figure it out on your own.
Through regular coaching, call reviews and ongoing feedback, you'll have multiple opportunities each week to sharpen your skills.
It's one of the reasons people grow so quickly here.
The capability you build in influence, negotiation and decision-making can open doors across the business.
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 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
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 advantages 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
Ready?
Hit
Apply
and we'll circle back.
Why Youi
We're here to make insurance better by being more human.
You're not just doing your job, you're making sure real people get looked after, especially when life doesn't go to plan.
Every conversation, every decision, every day you're part of raising the bar for want awesome service really means.
We set high standards and recognise people who deliver.
Results are rewarded through incentives, everyday shout-outs and programs like Youi Stars, so the impact you make never goes unnoticed.
You'll know what's expected of you, where we're heading and how your work contributes.
We grow our own people here, with clear pathways, structured development and hands-on coaching, helping many team members step into leadership and specialist roles across the business.
And as more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time.
We don't just want insurance to be different; we're actively making it better.
And we're doing it together.
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.

📌 Customer Advisor (Queensland)
🏢 Youi
📍 Queensland