Customer Service Advisor / Retention Agent

AWD online; Altrincham, Manchester; On-site; GBP 23,605 - 28,850; Full time

Benefits offered by this job

Uncapped commission scheme

Free access to gym facilities

Smart casual dress code

Career progression opportunities

Job summary

AWD online is seeking a Customer Service Advisor / Retention Agent to support customers considering leaving their services, based in Altrincham, England. You will engage with customers, providing excellent service while aiming to retain accounts and improve satisfaction.

The ideal candidate will possess strong communication skills and have a background in customer service or telesales. You will also benefit from a competitive salary and an uncapped commission structure based on performance.

Qualifications

• Strong interpersonal skills for effective communication with customers.
• Previous experience in customer service or telesales roles is essential.
• Ability to handle objections and complaints professionally.

Responsibilities

• Handle inbound calls from customers considering cancellation.
• Identify customer needs and motivations effectively.
• Negotiate renewal options and promotional offers.

Skills

Interpersonal skills

Negotiation skills

Customer service experience

Telecommunications experience

IT skills with CRM systems

Education

GCSEs in English and Maths or equivalent

Job description

Overview

Customer Service Advisor / Retention Agent

Join a growing fast-growing fibre broadband provider as a Customer Service Advisor / Retention Agent supporting customers who are thinking of leaving, moving home or changing their package, while delivering excellent customer service and strong commercial outcomes.

Salary: £26,228 per annum plus Commission: £5,000 OTE + Benefits

Location: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)

Job Type: Full-Time, Permanent

Working Hours: 37.5 Hours Rota Based (Monday to Friday 8am–6pm, plus every other Saturday 10am–5pm)

Multiple Jobs Available

Responsibilities

• Responding to Retention Enquiries: Handling inbound calls from customers considering cancelling or changing services
• Understanding Customer Needs: Identifying concerns, motivations and reasons for contact
• Re-contracting and Upgrades: Discussing renewal options, packages and promotional offers
• Customer Retention: Using negotiation and objection handling to retain customers and reduce churn
• Moving Home Support: Assisting customers with transferring services to new addresses
• Case Management: Managing complex cases and providing regular customer updates
• Commercial Awareness: Balancing customer satisfaction with revenue protection and business outcomes
• System Administration: Updating CRM systems, processing changes and recording accurate data

Candidate Requirements

• A friendly and confident communicator with strong interpersonal skills
• Previous experience in a retention, telesales or customer service call centre role
• Telecommunications experience is highly desirable
• Experience handling objections, complaints or difficult conversations
• Strong negotiation skills and a results-driven approach
• Good IT skills with experience using CRM systems and databases
• GCSEs in English and Maths or equivalent
• Comfortable working in a phone-based environment on a rota including weekends and Bank Holidays

Benefits

• Uncapped commission scheme linked to retention and performance
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression

Apply by submitting your CV to our Recruitment Team.