Retention Representative

Start Date: 27th October 2025

Location: Docklands, Melbourne

Are you the go-to person amongst your peers for recommending the latest must-watch TV shows, dissecting the weekend's big game, or critiquing the newest blockbuster film?

Our Retention Call Centre Team play a vital role in the successful operation of Foxtel by keeping our loyal customers engaged and excited about our products and services. As a Retention Representative, you'll channel your passion for entertainment into daily conversations with our customers. You'll reestablish their connection with the aspects of Foxtel they've valued & enjoyed over the years and uncover additional value in our premium content, products, and services.

• Engage proactively with our customers to maximize retention and enhance their overall experience with Foxtel's premium entertainment products and services.
• Stay informed on the latest entertainment industry trends and Foxtel's offerings to enrich customer interactions and provide relevant information.
• Transform inbound and outbound call center interactions into meaningful connections, delivering exceptional service with a friendly, empathetic, and understanding approach.
• Effectively manage and de-escalate difficult customer conversations, utilising strong problem-solving skills to address issues comprehensively.
• Identify and implement tailored solutions for customer inquiries and concerns, ensuring a positive resolution and making a tangible difference.
• Consistently meet and exceed individual and team performance goals, contributing to overall operational excellence.
• Actively participate in opportunities to increase earnings through our performance-based commission structure.

• A demonstrated passion for entertainment, including television, sports, drama, or movies, is highly valued.
• A strong inclination and proven ability to deliver outstanding customer care.
• Effective and passionate communication skills, with the flexibility to express ideas clearly and persuasively.
• A track record of meeting or exceeding targets is desirable.
• Possess a resilient mindset, capable of navigating challenges and adapting effectively to changing conditions and priorities.
• Available to start on 27th October 2025

Interested to apply? Please review our Retention Application Toolkit to ensure this role is right for you - we look forward to hearing from you

A career with us means working across one or more of our brands including Foxtel, Hubbl, Kayo Sports, BINGE, Flash, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:

• You're part of Fox Flex, our hybrid way of working with time spent at home and on campus
• Free & discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons

A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Foxtel Group, a DAZN company, is Australia's home of sport and entertainment.

From our beginnings in 1995 as Australia's original subscription television broadcaster, we've always had innovation in our DNA. Today, we're Australia's leading streaming and subscription television company.

Our portfolio includes Kayo Sports, a dedicated sports streaming service; BINGE, an entertainment streaming platform; Foxtel, the country's largest pay-TV provider; Fox Sports Australia, the country's leading sports production company; Foxtel Media, our innovative advertising sales business, and BALBOA, our powerhouse creative agency.

In 2025, we became part of the DAZN family, which allows us to benefit from DAZN's global scale, innovation and technology.

As a team, we invest in our people and we're committed to a culture of collaboration, performance, and recognition, guided by our company values of Customer First, Own It, Authentic, Change the Game, and Win Together.

We're a homegrown Australian company with our headquarters at Broadcast Way Studios on Sydney's Lower North Shore, and campuses on the Gold Coast and in Melbourne.

When you join our winning team, you can expect to be supported by your leader, encouraged by your teammates, and presented with countless opportunities to do great work that gets recognised and rewarded.

Join our team today and discover your role of a lifetime for our audience of millions.