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- Tasks: Manage customer renewals and coordinate telecom service provisioning.
- Company: Join a dynamic team at Airband, a leader in telecom services.
- Benefits: Enjoy 25-30 days paid leave, hybrid working, and free broadband.
- Why this job: Make a real impact on customer loyalty while developing your skills.
- Qualifications: Customer service experience and strong communication skills required.
- Other info: Great career growth opportunities and employee discounts available.
The predicted salary is between 26780 - 37492 £ per year.
The Retentions & Provisioning Advisor is responsible for two critical functions: Customer Retentions and Service Provisioning.
Customer Retentions: Managing renewals and retention activities for business and residential customers to maximize customer loyalty and revenue.
Service Provisioning: Coordinating the end-to-end provisioning and operational delivery of telecom and broadband services, including mobile connectivity, broadband, VOIP, and associated hardware. This role ensures customer queries and service orders are handled promptly, professionally, and in line with SLAs, while maintaining high standards of communication, documentation, and compliance.
Responsibilities
- Retention Activities: Negotiate renewal and upgrade offers with existing customers. Proactively contact customers via phone and email to provide updates and resolve queries. Upgrading current mid contract customers and upselling additional value added services. Handle complaints within SLA, ensuring timely and professional resolution. Maintain accurate CRM records (Salesforce) and log all interactions. Build strong internal relationships to ensure customer expectations are met.
- Provisioning Activities: Coordinate full lifecycle of service provisioning (order placement, activation, changes, decommissioning) for mobile, broadband, and VOIP services. Input customer orders into internal portals (e.g., DWS Portal VOIP). Manage logistics and inventory for routers, SIMs, and networking equipment. Liaise with customers, internal teams, and suppliers to resolve provisioning issues. Maintain detailed service records and update systems with real-time order status. Monitor delivery timelines against SLAs and escalate delays promptly. Support continuous improvement by identifying process gaps and recommending enhancements. Ensure compliance with company policies, data protection, and industry standards.
Key Skills
- Customer Service & Sales: Previous experience in telephone-based customer service and sales negotiation.
- Technical Knowledge: Understanding of telecom and broadband technologies (FTTP, SoGEA, FWA, VOIP), number porting, SIM management, and service migrations.
- Systems & Tools: Proficiency in CRM systems (Salesforce), order management platforms, and ticketing tools.
- Administrative Skills: Strong Excel and reporting skills for tracking orders and performance metrics.
- Problem-Solving: Ability to troubleshoot provisioning or activation issues logically and efficiently.
- Communication: Effective written and verbal communication for liaising with customers and internal teams.
- Organisational Skills: Strong organisational skills and attention to detail.
- Confidentiality: Good understanding of GDPR and confidentiality.
Essential
- Previous Customer Service experience
- Ability to deliver solutions focussed Customer Service
- Confident in sales techniques and understanding customer needs
- Able to use negotiation skills to achieve mutually beneficial outcomes
Desirable
- Salesforce experience/certificate
- Technical knowledge of telecom provisioning processes advantageous
Airband Benefits
- 25 days of paid leave a year rising to 30 plus bank holidays with service.
- 5% Airband pension plus a minimum 3% employee contribution.
- Customer referral bonus - a thank you for every customer you send our way.
- We offer hybrid working – a mix of working from home and in the office.
- Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
- Cycle to work, Tech scheme, Healthcare and medical insurance.
- Dental care, and Health cash fund (dependent on the length of service)
- Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
- Refer a friend reward scheme
Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role. Recruitment agency support is not required at this time.
Retentions & Provisioning Advisor employer: Airband
Contact Detail:
Airband Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions & Provisioning Advisor
✨Tip Number 1
Get to know the company inside out! Research Airband's values, services, and recent news. This will help us tailor our conversations during interviews and show that we're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will boost our confidence and help us articulate our experience in customer service and sales effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider tips and even referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express our appreciation for the opportunity. It keeps us on their radar and shows our enthusiasm for the position.
We think you need these skills to ace Retentions & Provisioning Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Retentions & Provisioning Advisor role. Highlight your customer service experience and any relevant technical knowledge, as this will show us you understand what we're looking for.
Show Off Your Skills: Don’t be shy about showcasing your skills! Whether it's your negotiation prowess or your knack for problem-solving, let us know how you've used these in past roles. We love seeing real examples of how you can add value.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your achievements stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Airband
✨Know Your Stuff
Make sure you brush up on your knowledge of telecom and broadband technologies. Understanding terms like FTTP, VOIP, and service provisioning processes will show that you're serious about the role and can hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or complaints. Highlight your negotiation skills and how you've managed to retain customers or upsell services in a way that benefited both parties.
✨Familiarise Yourself with Salesforce
Since proficiency in CRM systems like Salesforce is essential, take some time to familiarise yourself with its features. If you have any experience using it, be ready to discuss how you've used it to manage customer interactions and track orders.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer retention, or how they measure success in the role. This shows your genuine interest and helps you assess if the company is the right fit for you.
