Customer Retention Advisor

Quickline Communications Limited; Kingston upon Hull; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in telecommunications seeks a Customer Retention Specialist to enhance customer satisfaction by engaging with at-risk customers to resolve their concerns effectively. This role combines relationship building with proactive solutions to drive retention and improve service quality. Benefits include a pension scheme, health benefits, generous annual leave, and regular social events.

Benefits

Pension – 5% employer / 5% employee contribution

WPA Health Scheme

25 days annual leave + bank holidays

High Street Shopping Discount Scheme

Free Parking on site

Regular ‘Lunch & Learns’

Social Events

Thank Q Awards

Qualifications

• Ability to maintain calm under pressure and thrive in fast-paced environments.
• Experience in telecoms or subscription services is a bonus.

Responsibilities

• Engage with at-risk customers to resolve concerns and enhance retention.
• Manage cancellations and ensure a smooth customer-focused process.
• Collaborate with internal teams to deliver consistent service.

Skills

Customer-focused

Relationship building

Detail-oriented

Proactive

Tools

CRM tools

Job description

Customer Retention Specialist

We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So, we’re on a mission to provide just that. Lightning fast, reliable broadband that reaches the places other providers leave behind.

Our mission relies on a team full of inspiring people, and we’re looking for a Customer Retention Specialist to engage with at-risk customers to understand and resolve concerns.

Could that be you? If helping people get the most out of their service gets you out of bed in the morning and turning a frustrated customer into a loyal one puts a genuine smile on your face, then we would love to find out more about you.

Here’s why you’ll love this role…

• You proactively engage with at-risk customers to understand their concerns, resolve objections, and offer tailored solutions that drive retention.
• Managing cancellations, terminations, and MAC (move, add, change) requests, ensuring a smooth and customer-focused process.
• Collaborating with internal teams to resolve issues quickly and deliver a consistent, high-quality service experience.
• Communicating product benefits clearly, helping customers see the value in staying—and feel confident in their choice.
• You maintain accurate CRM records and act as a customer advocate, always looking for ways to improve satisfaction and prevent future issues.
  
  

Here’s why you’ll be great in this role…

• Your customer-focused—balancing empathy with business goals to create win-win outcomes.
• You stay calm under pressure and thrive in challenging, fast-paced environments.
• You’re a natural relationship builder who earns trust quickly and maintains it over time.
• Your detail-oriented, organized, and comfortable using CRM tools to manage your workflow.
• You’re proactive, resourceful, and always one step ahead when it comes to solving customer issues.
• Telecoms, broadband, or subscription service experience is a bonus—but not essential if you’re eager to learn.
  
  

The Benefits…

• Pension – 5% employer / 5% employee contribution.
• WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
• 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
• High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
• Free Parking on site.
• Regular ‘Lunch & Learns’ and companywide ‘Elevenses’ meets to discuss company direction.
• Social Events – Summer and Christmas parties etc.
• Thank Q Awards – Monthly £50 winner, yearly £500 winner.
  
  

… and more.

Please note: Unfortunately, we can’t offer visa sponsorship.