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- 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 £25,000 plus uncapped commission, gym access, and career progression.
- Other info: Work in a dynamic call centre environment with great transport links.
- Why this job: Make a real impact 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)
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
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.
Customer Service Advisor / Retention Agent employer: AWD RECRUITMENT LTD
Contact Detail:
AWD RECRUITMENT LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor / Retention Agent
✨Tip Number 1
Get to know the company inside out! Research their values, services, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling objections and tricky conversations during the interview.
✨Tip Number 3
Be ready to share your success stories! Think of specific examples where you've retained customers or turned a negative situation into a positive one. This will demonstrate your skills and experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our awesome team!
We think you need these skills to ace Customer Service Advisor / Retention Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Advisor / Retention Agent role. Highlight any previous experience in customer service or retention roles, as this will show us you’re a great fit!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to join our team at StudySmarter and how your background makes you the perfect candidate for this position. Keep it friendly and professional!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application showcases your strong communication skills. Whether it’s through your CV or cover letter, let us see how you can connect with customers effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates from our recruitment team!
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. Familiarise yourself with common customer service scenarios, especially those related to retention. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Skills
Prepare examples from your past experiences that highlight your communication, negotiation, and objection handling skills. Think of specific situations where you successfully retained a customer or resolved a complaint. This will demonstrate your ability to excel in the role.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on answering typical customer service questions and practice your responses to difficult scenarios. This will help you feel more comfortable and articulate during the actual interview.
✨Ask Smart Questions
At the end of the interview, be ready to ask insightful questions about the company culture, team dynamics, and growth opportunities. This shows that you're not only interested in the job but also in how you can contribute to the company's success.