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- Tasks: Engage with at-risk customers to resolve concerns and drive retention.
- Company: Quickline provides reliable broadband to underserved areas, ensuring everyone has great internet.
- Benefits: Enjoy 25 days annual leave, health schemes, discounts, and social events.
- Why this job: Make a real impact by turning frustrated customers into loyal ones in a supportive team.
- Qualifications: Customer-focused, calm under pressure, and eager to learn; telecom experience is a bonus.
- Other info: No visa sponsorship available; join us onsite for a dynamic work environment.
The predicted salary is between 28800 - 43200 £ per year.
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.
If helping people get the most out of their service gets you out of bed in the morning and turning a frustrated customer into a loyal one puts a genuine smile on your face, then we would love to find out more about you.
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 how to handle objections will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Practice active listening skills. Being able to show that you can empathise with customers and understand their concerns is crucial for a Customer Retention Specialist role.
✨Tip Number 3
Research Quickline’s services and customer feedback. Knowing what customers appreciate and where they face challenges will allow you to speak confidently about how you can contribute to improving retention.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. 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 key responsibilities and required skills in your application.
Tailor Your CV: Customise your CV to reflect your customer service experience, especially any roles where you've engaged with at-risk customers or resolved complaints. Use specific examples that demonstrate your ability to build relationships and drive retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Quickline's mission. Mention how your skills align with their needs and provide examples of how you've successfully turned frustrated customers into loyal ones.
Highlight Relevant Experience: If you have experience in telecoms, broadband, or subscription services, make sure to highlight this in your application. Even if you don't, emphasise your eagerness to learn and adapt in fast-paced environments.
How to prepare for a job interview at Quickline Communications
✨Show Your Customer-Centric Approach
Emphasise your ability to understand and empathise with customers. Share examples of how you've successfully resolved customer issues in the past, highlighting your commitment to creating win-win outcomes.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you proactively identified and solved customer problems. Quickline values resourcefulness, so showcasing your ability to think on your feet will impress the interviewers.
✨Familiarise Yourself with CRM Tools
Since the role involves maintaining accurate CRM records, be ready to talk about your experience with CRM systems. If you haven't used one before, research common tools and express your eagerness to learn.
✨Communicate Clearly About Product Benefits
Understand Quickline's services and be prepared to articulate their benefits. This will show that you can effectively communicate value to customers, helping them feel confident in their choices.
