At a Glance
- Tasks: Lead a dynamic team to boost customer retention and drive performance.
- Company: Join a vibrant broadband company with a supportive culture.
- Benefits: Enjoy a competitive salary, gym access, and career growth opportunities.
- Other info: Work in a brand new office with great 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.
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: 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: 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: 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
- 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
Retentions Manager in Altrincham employer: AWD Recruitment Limited
As an Assistant Director of Regulatory Services, you will thrive in a dynamic and supportive environment that values your expertise and fosters professional growth. Our commitment to employee wellbeing is reflected in our generous benefits package, including flexible working options and access to the Local Government Pension Scheme, ensuring a healthy work-life balance. Join us in making a meaningful impact on local communities while enjoying a culture of collaboration and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Retentions Manager in Altrincham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AWD Recruitment Limited. 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 Recruitment Limited 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 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 Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at AWD Recruitment Limited 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 Recruitment Limited!
How to prepare for a job interview at AWD Recruitment Limited
✨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.
