At a Glance
- 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.
- Other info: Participate in exciting company events and enjoy perks like electric car charging at HQ.
- 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.
The predicted salary is between 24000 - 36000 £ per year.
Talent Acquisition Manager at TalkTalk Business
Direct message the job poster from TalkTalk Business
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
- 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.
Retention Advisor in Salford employer: TalkTalk Business
At TalkTalk Business, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid working model allows for flexibility, while our comprehensive benefits package, including competitive salaries and opportunities for personal and professional growth, ensures that our employees feel valued and supported. Join us at our vibrant HQ in Salford Quays, where you can enjoy the perks of complimentary broadband and engaging company events, all while making a meaningful impact in the telecommunications industry.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Advisor in Salford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TalkTalk Business. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TalkTalk Business before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retention Advisor in Salford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TalkTalk Business:Your cover letter is your chance to shine! Tell us why you want to work at TalkTalk Business specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TalkTalk Business!
How to prepare for a job interview at TalkTalk Business
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
