At a Glance
- Tasks: Lead a dynamic team to boost customer retention and drive performance.
- Company: Join a supportive broadband company with a focus on growth.
- Benefits: Enjoy a competitive salary, gym access, and career progression.
- Other info: Work in a vibrant office with excellent transport links.
- Why this job: Make a real impact in customer loyalty while developing your leadership skills.
- Qualifications: Experience in managing teams and a passion for customer service.
The predicted salary is between 32000 - 32000 £ per year.
Lead a broadband contact centre retentions team, coaching advisors to improve customer saves, renewals, call quality, performance and customer outcomes.
We have a fantastic new job opportunity for a Retentions Manager to lead a busy broadband contact centre team focused on customer retention, renewals and strong customer outcomes. As the Retentions Manager you will coach, motivate and develop advisors, using performance data, call listening and feedback to improve confidence, quality and commercial results. The Retentions Manager will bring structure, energy and accountability to a target-led environment, supporting cancellation, save, renewal, package change and home move conversations.
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.
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration.
Retentions Manager (AWDO-P14915) in London employer: AWD Online
Join a dynamic and supportive team as a Finance Analyst, where your skills in financial modelling and analysis will be valued and nurtured. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, all while being located in a vibrant area that offers a great work-life balance. With competitive benefits and a commitment to innovation, we are dedicated to creating a rewarding environment for our employees.
StudySmarter Expert Advice🤫
We think this is how you could land Retentions Manager (AWDO-P14915) in London
✨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 Retentions Manager (AWDO-P14915) in London
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.
