At a Glance
- Tasks: Support customers considering leaving, moving home, or changing their package with excellent service.
- Company: Join a fast-growing fibre broadband provider in a supportive team culture.
- Benefits: Competitive salary, uncapped commission, gym access, and career progression opportunities.
- Other info: Dynamic office environment with great transport links and smart casual dress code.
- Why this job: Make a real difference by helping customers stay connected and satisfied.
- Qualifications: Strong communication skills and experience in customer service or retention roles.
The predicted salary is between 26228 - 26228 £ per year.
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.
Job Details
- 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)
- Salary: £26,228 per annum plus commission: £5,000 OTE + benefits
Responsibilities
- Respond to retention enquiries: handle inbound calls from customers considering cancelling or changing services
- Understand customer needs: identify concerns, motivations and reasons for contact
- Re‑contract and upgrade: discuss renewal options, packages and promotional offers
- Customer retention: use negotiation and objection handling to retain customers and reduce churn
- Moving home support: assist customers with transferring services to new addresses
- Case management: manage complex cases and provide regular customer updates
- Commercial awareness: balance customer satisfaction with revenue protection and business outcomes
- System administration: update CRM systems, process changes and record accurate data
Candidate Requirements
- Friendly and confident communicator with strong interpersonal skills
- Previous experience in a retention, telesales or customer service call centre role
- Telecommunications experience 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
Customer Service Advisor / Retention Agent (AWDO-P14866) in Altrincham) employer: AWD Online
Join a dynamic and rapidly expanding telecommunications provider in Altrincham, where as a Customer Service Advisor / Retention Agent, you will thrive in a supportive team culture that prioritises employee growth and career progression. Enjoy a competitive salary with an uncapped commission scheme, access to gym facilities, and a modern office environment with excellent transport links, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor / Retention Agent (AWDO-P14866) in Altrincham)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWD Online. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AWD Online before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor / Retention Agent (AWDO-P14866) in Altrincham)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AWD Online:Your cover letter is your chance to shine! Tell us why you want to work at AWD Online specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AWD Online!
How to prepare for a job interview at AWD Online
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
