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For Companies At a Glance
- Tasks: Lead a team to drive customer upgrades and retention for cutting-edge broadband services.
- Company: Join Connect Fibre, a fast-growing business revolutionising internet connectivity.
- Benefits: Enjoy a competitive salary, private medical care, and a supportive work environment.
- Why this job: Make a real difference by enhancing customer experiences and driving growth.
- Qualifications: Experience in sales or retention with strong communication and problem-solving skills.
- Other info: Be part of a dynamic team with opportunities for personal and professional development.
The predicted salary is between 21600 - 36000 £ per year.
Connect Fibre is a rapidly expanding and exciting new business offering the very latest 'Full Fibre' to homes and businesses across the nation. With broadband speeds of up to 2000Mbps, new Wi-Fi 7 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential.
Job Overview
Reporting to the Customer Retention Marketing Manager, the Upgrades & Retentions Team Leader will be responsible for driving contract renewals, upgrades, and customer retention across all Connect Fibre products. In addition to managing customer interactions, you will play a key role in coaching, supporting, and developing peers, ensuring high standards of call quality, customer experience, and commercial performance across the team.
Specific Responsibilities
- Support customers in upgrading to the most suitable packages across Broadband, Connect Mobile, Connect TV, and Cloud Games.
- Proactively contact customers approaching contract end to discuss renewal and upgrade options via phone, email and digital channels.
- Build strong rapport and trust, ensuring customers feel valued, listened to, and supported whilst selling the benefits of Connect Fibre.
- Follow up on customer interactions to ensure a seamless end-to-end experience.
- Maintain accurate and detailed records of customer interactions within the CRM.
- Work towards retention, upgrade, and quality targets while always prioritising customer outcomes.
- Coordinate and encourage installations where relevant.
- Collaborate with Sales, Marketing, and Customer Service teams to improve customer journeys and processes.
- Conduct call listening, quality reviews and feedback/upskilling sessions to support team development in 1-to-1 and group settings.
- Support new starters and existing team members through knowledge sharing, best practice and mentoring.
Requirements
- Proven experience in sales or retention in Broadband, Media or Telecoms.
- A customer-first approach with great listening and problem-solving skills.
- Strong communication and persuasion skills.
- Comfortable leading meaningful conversations to find the right solutions.
- Experienced in handling objections and offer tailored solutions to keep customers happy.
- Organised and proactive, able to manage multiple customer interactions effectively.
- Familiarity with CRM systems (HubSpot experience desirable).
- Comfortable working in a fast-paced, target-driven environment.
- A collaborative team player with a positive and adaptable attitude.
- Availability for occasional weekend shifts, as needed.
The Rewards
- Company Pension Scheme
- Private Medical and Dental Package
- Family Friendly Support Package
Connect Fibre offers excellent team and business building opportunities. Interested applicants should, in the first instance, submit your CV here, or send an up-to-date CV to: Paul Blunt at Connect Fibre paul.blunt@connectfibre.co.uk. All applications will remain strictly confidential.
Upgrades and Retentions Team Leader in London employer: Connect Fibre
Contact Detail:
Connect Fibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Upgrades and Retentions Team Leader in London
✨Tip Number 1
Get to know the company inside out! Research Connect Fibre's products and values so you can chat confidently about how you can contribute to their mission. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your pitch! Prepare a brief introduction about yourself that highlights your relevant experience in sales or retention. Make it engaging and tailored to the Upgrades and Retentions Team Leader role, so you stand out during interviews.
✨Tip Number 3
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After any interaction, whether it’s an interview or a casual chat, send a thank-you email. It keeps you fresh in their minds and shows your enthusiasm for the role. Plus, we love seeing candidates who take initiative!
We think you need these skills to ace Upgrades and Retentions Team Leader in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Upgrades and Retentions Team Leader role. Highlight your sales or retention experience in Broadband, Media, or Telecoms to grab our attention!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for Connect Fibre. Share specific examples of how you've successfully driven customer retention or upgrades in the past – we love a good story!
Showcase Your Customer-First Approach: In your application, emphasise your customer-first mindset. We want to see how you’ve built rapport and trust with customers, so don’t hold back on those examples that demonstrate your listening and problem-solving skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands quickly, and we can’t wait to hear from you!
How to prepare for a job interview at Connect Fibre
✨Know Your Stuff
Before the interview, make sure you understand Connect Fibre's products and services inside out. Familiarise yourself with their broadband offerings, customer service approach, and any recent news about the company. This will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Customer Skills
Since the Upgrades and Retentions Team Leader role is all about customer interaction, be ready to share specific examples of how you've successfully handled customer objections or improved customer satisfaction in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Leadership Qualities
As a team leader, you'll need to inspire and support your team. Prepare to discuss your leadership style and provide examples of how you've coached or mentored others. Highlight any experience you have in conducting training sessions or quality reviews, as this will be crucial for the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your enthusiasm for the position. Inquire about the team dynamics, the challenges they face in customer retention, or how success is measured in the role. This not only demonstrates your interest but also helps you gauge if the company is the right fit for you.
