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- Tasks: Engage with customers to address concerns and encourage retention through tailored solutions.
- Company: Join TalkTalk Business, a leader in UK connectivity with over 25 years of experience.
- Benefits: Enjoy a competitive salary, bonus scheme, free broadband, and flexible hybrid working options.
- Why this job: Be part of an ambitious team making a positive impact on customer experiences in a dynamic environment.
- Qualifications: Strong communication skills and analytical abilities; previous customer service experience is a plus.
- Other info: Participate in exciting company events and enjoy perks like electric car charging at HQ.
The predicted salary is between 24000 - 36000 £ per year.
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Talent Acquisition Manager at TalkTalk Business | Ex-PZ Cussons, Ex-NCC Group
About Us
For over 25 years, we\’ve been supporting UK businesses of all sizes, providing exceptional connectivity, competitive pricing, and outstanding service. While we take pride in our legacy, our focus is firmly on the future with a fibre-first, future-ready approach.
Our ultra-reliable network is trusted by more than 1 in 10 businesses, and our comprehensive range of innovative solutions are designed to help any business achieve its full potential.
If you are looking to be part of an ambitious team that is constantly evolving and empowered to deliver excellence, we would love to hear from you. Apply today and help us shape the future of business connectivity.
The Role
We are seeking a dedicated and skilled Retention Advisor to join our dynamic Retentions team on a 6-month FTC. In this role, you will be responsible for engaging with customers who may be considering leaving our services. Your primary objective will be to understand their concerns, provide tailored solutions, and encourage them to remain with us. This position requires excellent communication skills, a customer-centric approach, and the ability to analyse customer data effectively.
If you are passionate about providing exceptional customer service and have the skills required for this role, we encourage you to apply. Join us in making a positive impact on our customers\’ experiences!
Responsibilities
The responsibilities for the role include, but are not limited to:
- To receive inbound calls from existing customers driven by various marketing campaigns, customer communications and general queries. Advisors will follow guided retention path and support provided and use internal call flows to recontract and upsell customers onto new packages and products should they be required
- Outbound Calls applicable following on from any conversations with customers and when required
- Establish good customer relationships and keeping customers informed throughout (signposting, following sales training of guided path)
- Use of multiple online systems and portals to access helpful guides
- Deliver appropriate solutions to customers following from systems guidance
- Resilience through handling complaint objections and escalating to TL if and when required
- Ability to provide excellent customer service in order to meet positive customer satisfaction scores
- Request feedback in way of reviews for successful retention or resign
- Use data/credit/retention toolkit provided by the business in the correct manner to retain customer whilst ensuring wallet share for TTB
Skills and experience we are looking for
- Strong analytical skills with the ability to interpret data effectively.
- Previous experience in a customer service or retention role is an advantage.
- Excellent communication skills, both verbal and written, with a focus on building rapport with customers.
- Ability to demonstrate effective phone etiquette and maintain professionalism during all interactions.
- Strong organisational skills and attention to detail for accurate data entry and record keeping.
- Ability to multi-task and navigate different tools.
How you will work
At TalkTalk Business we understand the importance of flexibility and connection in the workplace. That’s why we have adopted a hybrid approach to working. Our aim is for our full time team to spend 3 days a week at our HQ in Soapworks, Salford Quays with the remaining days offering the option to work from home. We want to ensure you enjoy the collaboration and connection of the office environment, combined with the convenience of remote working.
What can we offer you?
- Competitive Salary and Bonus Scheme: Earn a rewarding salary with a bonus scheme designed to recognise your hard work and dedication.
- Comprehensive Benefits Package: Support your wellbeing, achieve a work-life balance, and plan for the future with our all-inclusive benefits.
- Free TalkTalk Broadband: Enjoy complimentary TalkTalk broadband as an added perk for all employees.
- Personal and Professional Growth: Take advantage of opportunities for career advancement and personal development.
- Additional Perks: Participate in exciting company events, take advantage of volunteering days, and enjoy electric car charging points available at our HQ.
Be #ACE!
Be Ambitious, Be Connected, Be Empowered.
We embrace challenge, create resilient relationships and nurture our collaborative culture, while building a positive and rewarding environment where everyone takes pride in the part they play.
We will take reasonable and appropriate steps to ensure all candidates have a fair recruitment process to eliminate stereotypes, unconscious bias or prejudice.
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Retention Advisor employer: TalkTalk Business
Contact Detail:
TalkTalk Business Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Advisor
✨Tip Number 1
Familiarise yourself with TalkTalk's services and customer base. Understanding the products and solutions they offer will help you engage more effectively with customers and tailor your responses to their needs.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves handling inbound calls, being articulate and confident in your speech will make a significant difference in how you connect with customers.
✨Tip Number 3
Get comfortable with data analysis tools. As a Retention Advisor, you'll need to interpret customer data effectively, so brushing up on your analytical skills will give you an edge in understanding customer behaviour.
✨Tip Number 4
Showcase your resilience and problem-solving abilities during any interactions. Be prepared to discuss examples of how you've handled difficult customer situations in the past, as this will demonstrate your capability to manage objections and retain customers.
We think you need these skills to ace Retention Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and retention roles. Use specific examples that demonstrate your analytical skills and ability to build rapport with customers.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and explain why you want to work at TalkTalk Business. Mention how your skills align with the responsibilities of the Retention Advisor role.
Showcase Communication Skills: Since excellent communication is key for this role, consider including a brief example in your application that illustrates your effective phone etiquette and professionalism during customer interactions.
Highlight Data Interpretation Skills: Emphasise your strong analytical skills by providing examples of how you've successfully interpreted data in previous roles. This will show your capability to use the data/credit/retention toolkit effectively.
How to prepare for a job interview at TalkTalk Business
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Retention Advisor. Familiarise yourself with the key tasks such as engaging with customers, understanding their concerns, and providing tailored solutions.
✨Showcase Your Communication Skills
As a Retention Advisor, excellent communication is crucial. Practice articulating your thoughts clearly and confidently. Be prepared to demonstrate how you've built rapport with customers in previous roles.
✨Prepare for Data Interpretation Questions
Since strong analytical skills are required, be ready to discuss how you interpret customer data. Think of examples where you've used data to inform decisions or improve customer satisfaction.
✨Demonstrate Resilience
Handling complaints and objections is part of the job. Prepare examples of challenging situations you've faced in customer service and how you managed to turn them around positively.
