At a Glance
- Tasks: Support customers with their broadband needs and retain them through excellent service.
- Company: Join a fast-growing fibre broadband provider with a supportive team culture.
- Benefits: Earn a competitive salary plus uncapped commission and enjoy gym access.
- Other info: Dynamic office environment with great career progression opportunities.
- 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)
Multiple Jobs Available
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 in Altrincham employer: AWD RECRUITMENT LTD
Join a dedicated team in Lewisham, South London, where your role as a Benefits and Welfare Advisor (Outreach Worker) will not only provide you with the opportunity to make a meaningful impact on residents' lives but also foster a supportive work culture that prioritises employee growth and development. With competitive salaries and a commitment to community welfare, this organisation offers unique advantages such as ongoing training, collaboration with local agencies, and a chance to advocate for those in need, ensuring that you feel valued and empowered in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor / Retention Agent 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 genuine interest when you chat with them.
✨Tip Number 2
Practice your communication skills! Role-play common customer scenarios with a friend or family member. The better you handle objections and tricky questions, the more confident you'll feel during the real deal.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. They can provide insider tips and might even refer you for the role, which can give you a leg up in the application process.
✨Tip Number 4
Don’t forget to 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!
We think you need these skills to ace Customer Service Advisor / Retention Agent in Altrincham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and retention roles. Use keywords from the job description to show we’re looking for someone just like you!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for customer service and how your skills can help us reduce churn and improve customer loyalty.
Showcase Your Communication Skills:Since this role is all about communication, make sure your application reflects your ability to convey information clearly and effectively. We want to see your personality come through!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at AWD RECRUITMENT LTD
✨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 them. 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.
