Sheffield City Centre (office-based)
Salary: £24,500 + commission (OTE £35,000)
We’re excited to be expanding our Retentions team and hiring a second Retentions Executive within our B2C telesales function. This is a fantastic opportunity for someone who wants to make a real impact, take ownership of a key area of B2C sales, and contribute to how UniHomes manages customer cancellations now and into the future.
Working alongside our existing Retentions Executive, you will take shared ownership of all cancellations within a friendly and collaborative office environment, helping to maximise customer retention and deliver strong commercial outcomes.
In this role, you will be responsible for handling customer cancellation requests year-round. Some requests will be straightforward and transactional (e.g. a student group is no longer proceeding with their tenancy), requiring accuracy and timeliness. However, many will be saveable, typically where customers are uncertain or do not fully understand the value of our service.
Your mission is to clearly communicate the value of UniHomes, overcome objections, and retain as many customers as possible through high-quality conversations and sound commercial judgement.
This is an excellent opportunity for someone who enjoys negotiating, problem solving and having meaningful conversations that directly impact performance.
What you’ll be doing
- Retention & value led reselling
- Handling cancellation requests and identifying saveable opportunities.
- Reselling the value of UniHomes by clearly explaining how our service works and why it’s beneficial for students.
- Addressing objections by clarifying the full picture through your expert knowledge of our T&Cs.
- Keeping customers informed, reassured, and confident in their decision to stay.
- Using strong negotiation, empathy and communication skills to influence outcomes.
- Transactional cancellations
- Processing straightforward cancellations quickly and accurately.
- Maintaining excellent customer care, even when customers cannot be retained.
- Operational responsibilities
- Managing inbound and outbound calls and emails relating to cancellations.
- Using Salesforce CRM to manage and update cancellation cases accurately.
- Ensuring a smooth, professional experience for every customer from start to finish.
- Managing your caseload effectively during busy peak periods.
- Contributing to the development of retentions processes as the function grows.
- Supporting the B2C team
- Assisting with routine B2C operational tasks during quieter periods, such as:
- Light outbound tasks linked to onboarding and contract completion.
- Other administrative or call-based tasks that support a smooth customer journey.
- Collaborating closely with colleagues to share insights, trends and improvements.
What we’re looking for
- Experience in retentions, renewals, complaints handling, or a similar persuasive role.
- Target-driven and motivated by commercial outcomes and commission potential.
- Confident communicator with a warm, friendly and professional phone manner.
- Skilled in objection handling, reselling and influencing.
- Resilient, calm under pressure and comfortable navigating challenging conversations.
- Excellent organisation, accuracy and attention to detail.
- A proactive, positive and hard-working approach.
- Experience using CRM and telephony systems (we use Salesforce and Vonage) is beneficial, but not essential - full training is provided.
Working hours
- Monday to Thursday: 9:00 - 5:30
- Friday: 9:00 - 5:00
- Last weekend per month, with days off in lieu
Why join us?
- A chance to own and shape a brand-new role within a growing team.
- Uncapped commission with strong earning potential.
- Be the dedicated specialist for a key business function.
- Opportunity to shape and grow the retentions function over time.
- Work in our vibrant Sheffield city centre office as part of a fun and supportive team.
About us:
At UniHomes, we’re on a mission to transform the entire student rental experience across the UK. As the market-leading student accommodation advertising platform and utility management service provider, we make finding and securing all-inclusive student accommodation simple, seamless, and stress-free.
We’re not just another platform. UniHomes is developing innovative technology to deliver one go-to destination that supports the entire student rental journey. With an unwavering focus on our students, partner letting agents, operators and suppliers, we continually evolve and enhance our products and services to exceed expectations, while tackling market complexity with ease and transparency.
Since launching in 2015, we’ve experienced rapid growth. Today, we operate in 60+ cities, partner with 1,000+ agents and operators, and are backed by Macquarie Capital and LDC. Our success has been recognised with accolades from EY Entrepreneur of the Year, Deloitte UK Technology Fast 50, The Negotiator Awards, and Great Place to Work® certification.
Our 140+ strong team is based in the heart of Sheffield City Centre, where we’re driving innovation, expanding into new markets, and fostering a culture built on collaboration, creativity, and growth.
If you’re ready to make a meaningful impact and help redefine how students find their perfect home, now is the time to join UniHomes. Be part of a team that’s opening new doors to better experiences, brighter ideas, and stress-free living.
We are a team driven and united by our core values:
- Lead the Way
- In it Together
- Customers Matter
- Keep it Simple
- Rise Above Challenges
- Make it Happen
What do you get when you work here?
With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. We are incredibly proud to have been officially certified as a Great Place to Work® (GPTW®) and an accredited Living Wage employer - all our employees earn a fair living wage above the government minimum wage.
Working in our stunning new office at New Era Square in the centre of Sheffield, you will get complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events.
