Customer Service Advisor / Retention Agent

Overview

Customer Service Advisor / Retention Agent

Join a growing fast-growing fibre broadband provider as a Customer Service Advisor / Retention Agent supporting customers who are thinking of leaving, moving home or changing their package, while delivering excellent customer service and strong commercial outcomes.

Salary: £26,228 per annum plus Commission: £5,000 OTE + Benefits

Location: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)

Job Type: Full-Time, Permanent

Working Hours: 37.5 Hours Rota Based (Monday to Friday 8am–6pm, plus every other Saturday 10am–5pm)

Multiple Jobs Available

Responsibilities

• Responding to Retention Enquiries: Handling inbound calls from customers considering cancelling or changing services
• Understanding Customer Needs: Identifying concerns, motivations and reasons for contact
• Re-contracting and Upgrades: Discussing renewal options, packages and promotional offers
• Customer Retention: Using negotiation and objection handling to retain customers and reduce churn
• Moving Home Support: Assisting customers with transferring services to new addresses
• Case Management: Managing complex cases and providing regular customer updates
• Commercial Awareness: Balancing customer satisfaction with revenue protection and business outcomes
• System Administration: Updating CRM systems, processing changes and recording accurate data

Candidate Requirements

• A friendly and confident communicator with strong interpersonal skills
• Previous experience in a retention, telesales or customer service call centre role
• Telecommunications experience is highly desirable
• Experience handling objections, complaints or difficult conversations
• Strong negotiation skills and a results-driven approach
• Good IT skills with experience using CRM systems and databases
• GCSEs in English and Maths or equivalent
• Comfortable working in a phone-based environment on a rota including weekends and Bank Holidays

Benefits

• Uncapped commission scheme linked to retention and performance
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression

Apply by submitting your CV to our Recruitment Team.

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