Retentions Manager (AWDO-P14915) in Altrincham)

Salary: £32,000 per annum + £5,000 OTE

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

Job Type: Full‑Time, Permanent

Working Hours: 37.5 hours per week, rota based (core working hours: Monday to Friday 8am–6pm, plus every other Saturday 10am–5pm)

Job Overview: Lead a broadband contact centre retentions team, coaching advisors to improve customer saves, renewals, call quality, performance and customer outcomes.

Duties:

• Team Performance: Lead Retention Advisors to deliver against save rate, renewal activity, answer rate, productivity, call quality and customer outcome measures.
• Coaching and Feedback: Provide regular coaching to improve customer handling, objection handling, negotiation, ownership and advisor confidence.
• Call Quality: Review calls to ensure customers are handled professionally and every reasonable retention opportunity is explored.
• Retention Activity: Support advisors with cancellation, renewal, package change, home move, switching and save conversations.
• Outbound Campaigns: Ensure outbound activity is completed effectively, including end‑of‑contract renewal calls, OTS requests and direct debit cancellation opportunities.
• Commercial Awareness: Help advisors protect value, reduce churn and use offers, discounts and credits appropriately.
• Escalation Support: Support more complex customer conversations, escalations and retention cases.
• Systems and Collaboration: Ensure accurate notes, customer records and outcomes while working with Customer Service, Sales, Insight and Operations teams.

Candidate Requirements:

• People management experience in a broadband contact centre environment.
• Good exposure to retention, cancellation, renewal, loyalty or customer save activity.
• Experience managing performance through coaching, feedback and clear expectations.
• Good understanding of broadband customer journeys, including service issues, billing queries, home moves, package changes and cancellations.
• Ability to motivate, support and challenge advisors in a busy, target‑led environment.
• Good commercial awareness, with an understanding of reducing churn and retaining customers.
• Confidence using performance data to understand team and individual performance.
• Strong communication skills, with the ability to give clear, constructive feedback and handle escalations.
• Practical, hands‑on management style with good organisational skills and the ability to manage multiple priorities.
• GCSEs in English and Maths.

Benefits:

• £32,000 per annum basic salary.
• £5,000 OTE.
• Smart casual dress code.
• Free access to gym facilities.
• Access to a financial wellbeing platform after successful completion of probation.
• Brand new office with excellent transport links.
• Supportive team culture.
• Growth and career progression opportunities.
• Performance‑related earning opportunity.
• Opportunity to play an important role in a growing Retention function.