Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage with customers to understand their viewing habits and provide tailored advice on TV licensing.
- Company: Join Capita, supporting the BBC and shaping the future of public television.
- Benefits: Enjoy a competitive salary, bonus opportunities, and generous holiday leave.
- Why this job: Make a real impact while developing your communication skills in a dynamic environment.
- 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 19200 - 28800 £ 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 rata) 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.
- £2600 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.
Retention Team Advisor in Darwen employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Team Advisor in Darwen
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Capita and the BBC. Understanding their values and mission will help you connect better during your conversation.
✨Tip Number 2
Practice your communication skills! As a Retention Team Advisor, you'll need to build rapport with customers. Try role-playing with a friend to get comfortable with handling objections and having those honest conversations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you've successfully turned a customer's 'no' into a 'yes'. This will demonstrate your ability to handle challenges effectively.
✨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 the team!
We think you need these skills to ace Retention Team Advisor in Darwen
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 value to our team!
Show Off Your Communication Skills: Since this role is all about building rapport with customers, don’t forget to showcase your amazing communication skills. Use clear and concise language in your application to demonstrate how you can connect with people effectively.
Be Honest and Authentic: We appreciate authenticity! When answering questions or providing examples in your application, be genuine about your experiences. This will help us understand who you are and how you fit into our team culture.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application will go straight to us, and we can review it promptly. 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 Retention Team Advisor. Familiarise yourself with the key responsibilities and requirements listed in the job description. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your communication skills by actively listening to the interviewer. This means not just hearing their words but understanding the context and responding thoughtfully. It’s crucial for a role where building rapport with customers is key.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific customer situations, especially objections or cancellations. Think of examples from your past experience where you successfully retained a customer or resolved a conflict. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Show Your Passion for Improvement
The role involves contributing ideas to improve processes. Be ready to discuss how you've identified areas for improvement in previous roles and what steps you took to implement changes. This shows that you’re proactive and committed to enhancing the team's performance.