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For Companies At a Glance
- Tasks: Support customers with service changes and retain them through excellent communication.
- Company: Join a fast-growing fibre broadband provider in a supportive team culture.
- Benefits: Earn £25,000 plus uncapped commission, gym access, and career progression.
- Other info: Enjoy a smart casual dress code and a brand new office environment.
- 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 25000 - 25000 £ 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.
SALARY: £25,000 per annum + Uncapped Commission (£5,000 OTE) + Benefits
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)
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Advisor / Retention Agent to join a fast-growing telecommunications organisation. As a Customer Service Advisor / Retention Agent you will manage inbound customer enquiries, using strong communication, negotiation and customer service skills to retain customers and recommend suitable broadband packages. The Customer Service Advisor / Retention Agent will play a key role in reducing churn, improving customer loyalty and protecting revenue through effective objection handling, relationship management and commercial awareness. You will work within a busy call centre environment, supporting customers with cancellations, home moves and package changes while delivering a positive customer experience.
DUTIES
- Responding to Retention Enquiries: Handling inbound calls from customers considering cancelling or changing services
- Understanding Customer Needs: Identifying concerns, motivations and reasons for contact
- Re-contracting and Upgrades: Discussing renewal options, packages and promotional offers
- Customer Retention: Using negotiation and objection handling to retain customers and reduce churn
- Moving Home Support: Assisting customers with transferring services to new addresses
- Case Management: Managing complex cases and providing regular customer updates
- Commercial Awareness: Balancing customer satisfaction with revenue protection and business outcomes
- System Administration: Updating CRM systems, processing changes and recording accurate data
CANDIDATE REQUIREMENTS
- A friendly and confident communicator with strong interpersonal skills
- Previous experience in a retention, telesales or customer service call centre role
- Telecommunications experience is 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-P14613) in Altrincham) employer: AWD Online
Contact Detail:
AWD Online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor / Retention Agent (AWDO-P14613) in Altrincham)
✨Tip Number 1
Get to know the company inside out! Research their values, services, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! Role-play common customer scenarios with a friend or family member. This will boost your confidence and prepare you for those tricky calls where you need to handle objections like a pro.
✨Tip Number 3
Network like a champ! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team as a Customer Service Advisor / Retention Agent.
We think you need these skills to ace Customer Service Advisor / Retention Agent (AWDO-P14613) in Altrincham)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and retention roles. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can help us reduce churn. Keep it friendly and professional, just like the vibe we have at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of talking, make sure your application reflects your strong communication skills. Whether it’s through your writing style or how you present your experiences, we want to see that you can connect with customers effectively.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at AWD Online
✨Know Your Stuff
Before the interview, make sure you understand the company and its services inside out. Familiarise yourself with their broadband packages and any recent news about the company. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and retention. Think about how you would handle objections or difficult conversations. Practising your responses will help you articulate your thoughts clearly during the interview.
✨Showcase Your Skills
Be ready to provide examples from your past experiences that demonstrate your negotiation skills and ability to retain customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Ask Smart Questions
Prepare a few thoughtful questions to ask at the end of the interview. This could be about the team culture, growth opportunities, or how success is measured in the role. It shows that you're engaged and serious about the position.