Remote Retention & Upgrades Specialist

Connect Fibre; Greater London; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Uncapped commission

Holiday entitlement: 25 days + BH + B’

Company pension

Private medical and dental

£1500 referral scheme

Family friendly support

Job summary

Connect Fibre is hiring an Upgrades and Retentions Executive to work remotely in the UK. You will engage existing customers to renew contracts, secure upgrades and identify add-ons, while discussing pricing and value with confidence.

The role emphasizes a customer-first approach and a commercially driven mindset. You’ll manage switch-related conversations and retention activities, aiming to deliver strong renewals, upgrades and positive customer experiences.

Qualifications

• At least one year experience in retention/upgrade in telecoms/utilities/subscription businesses.
• Comfortable discussing pricing, contracts and product options with customers.
• Strong communication, listening and objection-handling skills.
• Customer-first approach with the confidence to recommend the right solution.
• Organised and able to manage multiple conversations and follow-ups.
• Familiar with CRM systems; HubSpot experience is advantageous.
• Experience with One Touch Switch processes is useful but not essential.
• Comfortable working in a remote, target-driven environment.

Responsibilities

• Speak with existing customers by phone, email and digital channels to discuss renewals, upgrades and retention options.
• Understand why customers may be considering leaving and offer suitable solutions within guidelines.
• Recommend relevant broadband packages and add-ons (e.g., Mesh Wi‑Fi, TV, Mobile SIMs).
• Answer questions about contracts, pricing and One Touch Switch processes.
• Keep customer records accurate and up to date in HubSpot.
• Work toward individual targets covering renewals, retention, productivity, quality and value.
• Collaborate with Sales, Customer Service and Operations to ensure a smooth journey.

Skills

Retention/upgrade experience

Customer communication

Objection handling

Pricing discussion

Organised/multi-conversation

CRM familiarity

Remote working discipline

Weekend availability

Tools

HubSpot

Job description

Connect Fibre is hiring an Upgrades and Retentions Executive to work remotely in the UK. You will engage existing customers to renew contracts, secure upgrades and identify add-ons, while discussing pricing and value with confidence.

The role emphasizes a customer-first approach and a commercially driven mindset. You’ll manage switch-related conversations and retention activities, aiming to deliver strong renewals, upgrades and positive customer experiences.