At a Glance
- Tasks: Lead a dynamic team to boost customer retention and improve performance.
- Company: Join a vibrant broadband company in Altrincham with a focus on growth.
- Benefits: Enjoy a smart casual dress code, gym access, and career progression opportunities.
- Other info: Work in a brand new office with excellent transport links.
- Why this job: Make a real impact by coaching advisors and enhancing customer experiences.
- Qualifications: Experience in managing teams and understanding broadband customer journeys.
The predicted salary is between 38000 - 41000 £ 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.
Your duties as the Retentions Manager include:
- 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: Support advisors with cancellation, renewal, package change, home move, switching and save conversations.
- 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.
- Ensure accurate notes, customer records and outcomes while working with Customer Service, Sales, Insight and Operations teams.
People management experience in a broadband contact centre environment.
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.
Practical, hands-on management style with good organisational skills and the ability to manage multiple priorities.
GCSEs in English and Maths.
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.
Growth and career progression opportunities.
Performance-related earning opportunity.
