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For Companies At a Glance
- Tasks: Engage with customers to understand their viewing habits and provide tailored advice on TV licensing.
- Company: Join the BBC's Retention Team, a leader in broadcasting and customer engagement.
- Benefits: Enjoy a competitive salary, bonus opportunities, and generous holiday allowances.
- Why this job: Make a real difference by helping customers while developing your communication skills.
- Qualifications: Previous experience in customer service or retention roles is essential.
- Other info: Flexible working options and a commitment to diversity and inclusion.
The predicted salary is between 24028 - 25000 £ per year.
We currently have several new exciting opportunities available to join our Television Licence Retentions Team as a Retentions Advisor. This is a specialist role where you will be questioning the customer to find out about their viewing habits and providing advice to them on their licensing requirements. You will also be expected to contribute towards shaping the future approach of the team by sharing ideas and opinions based on your experiences on the phone.
About the Role
As a Retentions Advisor, you’ll take a conversational retention approach, building trust and rapport with each customer through straightforward, open, and honest conversations, to get a real understanding of their viewing habits and needs for a TV Licence. You will identify why they are looking to cancel their TV Licence and make the appropriate recommendation and educate the customer on the requirements of a TV licence. Most of the calls you handle will be from customers who want to cancel their existing licence.
The successful candidates will be rewarded with a £24,028.68 pa basic salary on a permanent full‑time contract. Also, as part of the role, a bonus payment of up to £2,600 per annum (if working part‑time hours, the payment will be pro‑rate) that will be payable in four equal instalments at the end of each quarter, and is dependent upon achievement and adherence to a series of metrics that are key to achieving success of the trial, including attendance. The role offers both office and home working options, with our assigned office location Darwen, Lancashire. 36.5 hours per week on rotational shifts between 08:30 & 18:30 Monday to Friday.
Key Responsibilities
- Act as an advocate for the BBC.
- Ability to understand and spot themes within the conversations you have, and feedback where appropriate.
- Process and update customer information to maintain accurate customer data at all times.
- Remain compliant in line with The Data Protection Act (1998).
- Being the ‘Customer Champion’, you will challenge existing processes and systems that may help to improve the business.
Key Requirements (About You)
- As an advocate for the BBC, you will hold a current TV Licence.
- Ability to work in a fast‑paced environment, where no two calls are the same.
- You are an amazing communicator, able to adapt your approach to different people and have a conversation with anyone.
- Working towards targets and achieving objectives is one of your passions.
- Ability to handle and overcome customer objections.
- Self‑awareness to identify own development needs and the desire to continually improve both self and the team.
- A minimum of 12 months previous experience within an outbound collections or retentions contact centre environments is essential.
What’s In It For You
- A competitive basic salary of £24,028.68 pa.
- £2,600 pa bonus payment.
- 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.
Location: Darwen, United Kingdom
Time Type: Full time
Contract Type: Permanent
Retention Team Advisor in Coventry employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Team Advisor in Coventry
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the BBC and their values. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help you feel more confident and articulate when discussing your experience and how it relates to the Retentions Advisor role.
✨Tip Number 3
Show off your communication skills! During the interview, focus on how you build rapport and trust with customers. Share specific examples of how you've handled objections or difficult conversations in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Retention Team Advisor in Coventry
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Retention Team Advisor role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role is all about having great conversations, don’t shy away from showcasing your communication skills in your application. Use clear and engaging language to demonstrate how you connect with customers and handle objections.
Be Honest and Authentic: We value straightforwardness, so be genuine in your application. Share your real experiences and thoughts on customer interactions. This will help us see how you can fit into our team culture and contribute to shaping our approach.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Capita
✨Know Your Stuff
Before the interview, make sure you understand the role of a Retentions Advisor. Familiarise yourself with the TV licensing requirements and think about how you would handle common customer objections. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Conversational Skills
Since this role involves building trust through conversation, practice your communication skills. Role-play with a friend or family member, focusing on how to ask open-ended questions and listen actively. This will prepare you for the conversational retention approach that the company values.
✨Showcase Your Experience
Be ready to discuss your previous experience in outbound collections or retentions. Think of specific examples where you've successfully handled objections or improved processes. This will demonstrate your ability to contribute to the team and align with their goals.
✨Bring Ideas to the Table
The company is looking for someone who can shape the future approach of the team. Prepare a few ideas based on your past experiences that could improve customer interactions or team processes. This shows initiative and that you're thinking about how to add value from day one.