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- Tasks: Engage with at-risk customers to resolve concerns and drive retention.
- Company: Join Quickline, a mission-driven company providing reliable broadband to everyone.
- Benefits: Enjoy 25 days leave, health perks, discounts, and social events.
- Why this job: Make a real impact by turning frustrated customers into loyal fans in a supportive environment.
- Qualifications: Customer-focused, calm under pressure, and eager to learn; telecom experience is a bonus.
- Other info: No visa sponsorship available; perfect for those who thrive in fast-paced settings.
The predicted salary is between 28800 - 43200 £ per year.
We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So, we’re on a mission to provide just that. Lightning fast, reliable broadband that reaches the places other providers leave behind.
Our mission relies on a team full of inspiring people, and we’re looking for a Customer Retention Specialist to engage with at-risk customers to understand and resolve concerns.
Here’s why you’ll love this role…
- You proactively engage with at-risk customers to understand their concerns, resolve objections, and offer tailored solutions that drive retention.
- Managing cancellations, terminations, and MAC (move, add, change) requests, ensuring a smooth and customer-focused process.
- Collaborating with internal teams to resolve issues quickly and deliver a consistent, high-quality service experience.
- Communicating product benefits clearly, helping customers see the value in staying—and feel confident in their choice.
- You maintain accurate CRM records and act as a customer advocate, always looking for ways to improve satisfaction and prevent future issues.
Here’s why you’ll be great in this role…
- Your customer-focused—balancing empathy with business goals to create win-win outcomes.
- You stay calm under pressure and thrive in challenging, fast-paced environments.
- You’re a natural relationship builder who earns trust quickly and maintains it over time.
- Your detail-oriented, organized, and comfortable using CRM tools to manage your workflow.
- You’re proactive, resourceful, and always one step ahead when it comes to solving customer issues.
- Telecoms, broadband, or subscription service experience is a bonus—but not essential if you’re eager to learn.
The benefits…
- Pension – 5% employer / 5% employee contribution.
- WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
- Free Parking on site.
- Regular ‘Lunch & Learns’ and companywide ‘Elevenses’ meets to discuss company direction.
- Social Events – Summer and Christmas parties etc.
- Thank Q Awards – Monthly £50 winner, yearly £500 winner.
Please note: Unfortunately, we can’t offer visa sponsorship.
Customer Retention Specialist employer: Quickline Communications
Contact Detail:
Quickline Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Specialist
✨Tip Number 1
Familiarise yourself with common customer retention strategies. Understanding techniques like upselling, cross-selling, and effective communication can help you demonstrate your knowledge during the interview.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully resolved customer issues in the past. This will highlight your ability to turn frustrated customers into loyal ones.
✨Tip Number 3
Research Quickline's services and customer base. Being able to discuss their offerings and how you can enhance customer satisfaction will show your genuine interest in the role.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace Customer Retention Specialist
Some tips for your application 🫡
Understand the Role: Read the job description carefully to grasp what Quickline is looking for in a Customer Retention Specialist. Highlight your customer service skills and any relevant experience that aligns with their mission.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the role. Emphasise your ability to engage with customers, resolve issues, and maintain CRM records, as these are key aspects of the job.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the telecoms industry. Use specific examples from your past experiences to demonstrate how you can help retain customers and improve satisfaction.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are well-organised and professional. A polished application reflects your attention to detail.
How to prepare for a job interview at Quickline Communications
✨Understand the Company Mission
Before your interview, make sure you know Quickline's mission to provide great internet for everyone. This will help you align your answers with their values and show that you're genuinely interested in their goals.
✨Showcase Your Customer-Focused Approach
Prepare examples from your past experiences where you've successfully engaged with at-risk customers. Highlight how you resolved their concerns and turned them into loyal clients, as this is key for the role.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you handle challenging situations. Share specific instances where you stayed calm under pressure and found effective solutions, as this will resonate well with the fast-paced environment at Quickline.
✨Familiarise Yourself with CRM Tools
Since the role involves maintaining accurate CRM records, it’s beneficial to mention any experience you have with CRM systems. If you don’t have direct experience, express your eagerness to learn and adapt quickly to new tools.
