Commercial Advisor - Retention & Loyalty

Gigaclear; Abingdon; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension 8% match

Income protection

25 days holiday

Health cash plan

Training & development

Flexible working

Wellbeing initiatives

Employee recognition

Job summary

Gigaclear is seeking a commercially focused retention advisor to defend the customer base and reduce churn within the Retention & Loyalty POD. This role involves managing key customer conversations around price, offers and long-term value, with structured playbooks and training.

You will work toward recontracting opportunities, protecting ARPU and driving value-led conversations in a fast-growing broadband business.

Qualifications

• Experience in retention, loyalty, or sales with complex conversations.
• Comfortable discussing price, offers and customer objections.
• Ability to balance customer needs with commercial value.

Responsibilities

• Churn defence and save conversations with ownership and empathy.
• Recontract and customer value: convert end-of-term opportunities.
• Quality, compliance and customer outcome: accurate notes and tracking.
• POD contribution and insight: share competitor and risk insights.

Skills

Retention experience

Sales conversation

Price discussion

Customer-centric

Education

Graduate or Customer Advisor

Job description

Salary is £26,000 with a realistic uncapped OTE of £40,000.

This is an opportunity for you to broaden your commercial capability, whilst helping shape the next phase of Gigaclear's consumer retention and growth model at a pivotal point in its commercial journey.

This role sits within the Retention & Loyalty POD, responsible for defending the customer base, reducing controllable churn, and improving recontract performance. The role will support a more disciplined retention engine, balancing save outcomes, customer value, ARPU and quality of customer experience.

The role is commercially focused, not reactive service handling. Advisors in this POD will manage important customer conversations around price, competitors, One Touch Switch, recontracting, and long-term value.

This could be suitable for an experienced Loyalty, Retention or Sales Advisor looking for a new challenge.

Or

Someone who is actively pursuing a career in sales and is looking for a company that will provide you with a structured sales apprenticeship, supported by an experienced sales training partner and programme.

Note: this is an office-based role and as we need to contact some customers out of hours, there is one late shift, from 11am to 7.30pm per week and one Saturday (can be worked from home) in four, with time off in lieu the following week.

What you will do

• Churn defence and save conversations:
  • Handle inbound and proactive retention conversations with clear ownership, empathy and commercial discipline
  • Respond to One Touch Switch risk activity, save opportunities and priority churn cohorts in line with agreed playbooks
  • Understand the customer reason for leaving and apply the right save approach without defaulting to unnecessary discounting
• Recontract and customer value:
  • Convert end-of-term and renewal opportunities into appropriate recontract outcomes
  • Protect ARPU and long-term value through value-led conversations, appropriate packaging, and clear proposition explanation
  • Identify upgrade, product-fit or package optimisation opportunities that improve customer lifetime value
• Quality, compliance, and customer outcome:
  • Maintain strong quality standards across save, recontract and customer value conversations
  • Use accurate notes, outcome codes and reason tracking to support churn insight and campaign reporting
  • Resolve customer objections clearly while protecting compliance, fairness, and brand reputation
• POD contribution and insight:
  • Contribute to POD performance through strong productivity, clear case ownership and consistent follow-up
  • Share competitor, pricing, and customer-risk insight with the Commercial Manager and wider POD
  • Support adjacent commercial activity where required, including growth overflow, recovery campaigns or targeted outbound

About You

• Customer-focused commercial advisor with experience in retention, loyalty, sales, or complex customer conversations.
• A Graduate or experienced Customer Advisor, actively looking to pursue a career in sales.
• Confident discussing price, competitor offers, customer objections and save options with strong judgement.
• Able to balance customer needs, commercial value, and compliance in every conversation.
• Comfortable using performance feedback, scripts, offers, and customer insight to improve results.

Staff rewards, benefits and opportunities

We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.

• Generous employer pension; up to 8% matched contribution
• Income protection & life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
• Unlimited access to online training and development content via our Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events

Our approach is to work guided by our mission, vision and values.

Our Mission - Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together