Retentions Advisor

Grain Connect Limited; Carlisle; On-site; GBP 20,000 - 26,000; Full time

Job summary

Grain Connect Ltd in Carlisle is seeking motivated sales professionals for our Sales & Retentions team to support renewals and upgrades campaigns, delivering excellent customer service. You will work in a fast-paced environment, handling calls, emails and live chat with professionalism.

You will contact existing customers by phone, email and live chat to renew contracts, promote Full Fibre and 2 Gig packages, and identify upsell opportunities.

Qualifications

• Experience in Sales, Renewals or Retentions or contact centre.
• Excellent communication and relationship-building skills.
• Confident speaking with customers by phone, email and chat.
• Comfortable in a fast-paced, target-driven environment.
• Strong objection handling and negotiation skills.
• Commercial awareness with ability to spot sales opportunities.

Responsibilities

• Proactively contact existing customers regarding contract renewals and upgrades.
• Promote Full Fibre and 2 Gig packages.
• Identify upsell and cross-sell opportunities.
• Handle enquiries across telephone, email and live chat.
• Achieve sales, revenue and quality targets.
• Update CRM systems and customer records accurately.

Skills

Outbound calls

Negotiation

Customer service

Renewals

Upselling

Job description

Your sales skills + our broadband = the perfect connection.

Permanent

Carlisle Cumbria

About this role

We are looking for motivated, ambitious and customer-focused individuals to join our Sales & Retentions to support the delivery of a high profile customer upgrade and renewals campaign.

This is an exciting opportunity to play a key role an important commercial programme, helping customers upgrade to our latest Full Fibre and 2 Gig broadband services while increasing customer satisfaction, loyalty and long term value.

You’ll engage with customers through outbound calls, inbound enquiries and live chat, identifying opportunities to renew contracts, upgrade services and recommend products that genuinely meet customer needs.

This is a six-month fixed-term opportunity with the potential to become a permanent role for high performers.

Main responsibilities

• Proactively contact existing customers regarding contract renewals and broadband upgrade opportunities.


• Promote our latest Full Fibre and 2 Gig products and services.


• Understand customer needs and recommend the most appropriate products and packages.


• Identify opportunities to upsell and cross-sell additional services and add-ons.


• Handle customer enquiries across telephone, email and live chat.


• Achieve and exceed individual sales, revenue and quality targets.


• Book any appointments efficiently with a right first time approach


• Accurately update CRM systems and customer records.


• Deliver outstanding customer service throughout every interaction.


• Ensure compliance with company policies, regulatory requirements and sales quality standards.

Working hours

This is a full time role working 37.5 hours per week, these hours will be worked on a rota basis between the business hours of:

To meet the needs of the customer, you will need to be flexible with your working hours.

Experience required

• Previous experience in Sales, Customer Service, Renewals, Retentions or a contact centre environment.


• Excellent communication and relationship-building skills.


• Confident speaking with customers over the telephone and via live chat.


• Comfortable working in a fast-paced, target-driven environment.


• Strong objection handling and negotiation skills.


• Commercially aware with the ability to identify sales opportunities.


• Positive, enthusiastic and resilient.


• Self-motivated with a strong work ethic.


• Reliable, punctual and highly organised.


• Experience within telecommunications, utilities or subscription-based services.


• Experience selling broadband or technology products.


• Knowledge of broadband, connectivity or digital services.

We’re looking for people who are:

• Passionate about delivering an exceptional customer experience.


• Determined to achieve and exceed targets.


• Competitive with a genuine desire to succeed.


• Confident communicators who can quickly build trust and rapport.


• Positive, adaptable and resilient.


• Professional, dependable and accountable.


• Able to manage multiple conversations and priorities throughout the day.


• Performance Expectations

Successful candidates will be expected to:

• Make a high volume of quality outbound customer calls each day.


• Deliver excellent conversion rates across renewals and upgrades.


• Maximise customer value through appropriate upselling and cross-selling.


• Maintain high customer satisfaction and quality scores.


• Consistently achieve agreed sales and revenue targets.

About Grain

Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.

With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!

Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.

Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.