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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 36000 - 60000 £ 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 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
✨Tip Number 1
Get to know the company inside out! Research Connect Fibre's products and services so you can chat confidently about how you can help customers upgrade and retain their contracts. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since you'll be leading conversations with customers, role-play with a friend or family member to get comfortable handling objections and finding tailored solutions. The more you practice, the more natural it will feel!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about the company culture and what they value in a team leader. This insider knowledge can give you an edge during interviews.
✨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 the Connect Fibre team and ready to contribute to our exciting growth!
We think you need these skills to ace Upgrades and Retentions Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Upgrades and Retentions Team Leader role. Highlight your sales or retention experience in Broadband, Media, or Telecoms to show us you’re the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how you can drive contract renewals and upgrades. Share specific examples of how you've successfully supported customers in the past.
Showcase Your Communication Skills: Since this role involves meaningful conversations with customers, make sure your application demonstrates your strong communication and persuasion skills. We want to see how you can build rapport and trust!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep everything organised. Plus, it shows you’re keen on joining our team!
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 that you're genuinely interested in the role.
✨Showcase Your Customer Skills
As a Team Leader, you'll need to demonstrate your ability to connect with customers. Prepare examples of how you've successfully handled customer interactions in the past, especially in sales or retention. Highlight your problem-solving skills and how you’ve built rapport with clients to ensure they feel valued.
✨Be Ready for Role-Playing
Expect some role-playing scenarios during the interview. Practice handling objections and leading conversations about upgrades and renewals. This will not only showcase your communication skills but also your ability to think on your feet and provide tailored solutions.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, the challenges they face in customer retention, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
