Retentions Sales Advisor

One Utility Bill Ltd.; Newcastle upon Tyne; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Uncapped Commission

Office-based 6 months

Job summary

One Utility Bill Ltd. is looking for a Retentions Sales Advisor in the UK. You will handle a mix of inbound and outbound calls to understand why customers want to cancel and work to retain them, building relationships and delivering value.

You’ll manage a personal pipeline and respond to emails and online cancellations while hitting KPIs. The role offers a base of £27,976 with £8k OTE and uncapped commission, plus annual bonuses based on company performance.

Qualifications

• Target driven and KPI-focused mindset.
• Resilience to handle challenging calls and high volume.
• Willingness to learn and apply coaching feedback.
• Strong admin and pipeline management skills.
• Ability to work independently and manage workload.

Responsibilities

• Handle a mix of inbound and outbound calls to retain customers.
• Build relationships with customers through empathetic conversations.
• Use discovery to identify needs and retention opportunities.
• Overcome objections and demonstrate value of staying with OUB/Fused.
• Manage own pipeline, follow-ups, and channel queries (email/login).

Skills

Target driven

Resilient

Coachable

Organised

Autonomous

Job description

Retentions Sales Advisor

Full Time | £27,976 + 8k OTE

Uncapped Commission

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

The B2C Retentions Team

Our Retention Team works across One Utility Bill and Fused and is a vital part of our ambitious growth plans. We’re planning to add new advisors to the team as we continue to grow.

The team is responsible for retaining customers who are considering leaving us, whether they’re coming to the end of their contract, are within their contract period, or are within their 14-day cooling-off period. Advisors handle a mix of inbound and outbound calls, engaging with customers to understand their reasons for leaving, overcome objections, and identify the right solution to retain them.

Through effective questioning, relationship building, objection handling and confident closing, the team plays a key role in protecting our customer base and ensuring customers continue with the right OUB or Fused package for their needs.

What you’ll be doing

• Handling a mix of inbound and outbound calls with customers who are considering leaving OUB and Fused, understanding their reasons for wanting to cancel and working to find the right solution to retain them.
• Building strong relationships with customers through engaging, empathetic and confident conversations, making sure they feel listened to and valued.
• Using effective discovery and questioning skills to understand customer needs, identify concerns and uncover opportunities to retain their business.
• Confidently handling objections and having meaningful conversations that demonstrate the value of staying with OUB and Fused.
• Managing your own customer pipeline, including follow-ups and queries that come through channels such as email and online cancellation or login.

A little bit about you

• Target Driven: You’re motivated to work towards ambitious targets and KPIs.
• Resilient: You can bounce back from difficult days or challenging calls and not let it affect your motivation. Even when faced with a high volume of ’no’ answers, maintain your resilience and immediately focus on the next call.
• Coachable: You’re open to feedback from call coaching, training, and check-ins, and proactively act upon these to improve.
• Organised: Your admin skills are on point for managing your pipeline, creating deals, and responding to emails.
• Autonomous: You’re capable of carrying out tasks independently, managing your own workload, and maintaining a strong pipeline to achieve KPIs.

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of £27,976

£2000 per year in bonuses paid to the full company if we achieve our shared objectives/ELT bonus is applicable

Commission paid monthly when you hit your targets

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.
• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.
• Graft | Work hard and smart. That’s how we grow and do the best for our customers.
• Work as One | Respect other people. Try to leave your ego at the door.
• Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.
• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.
• Set the Bar High | Whether your solving problems or making a brew. Do it with gusto.
• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.
• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.
• Customer First | Thinking about the customer before making any decision.
• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.
• Expert | Seeking out knowledge and opportunities to perform better in my role.
• Leadership | Communicating shared goals clearly and effectively.

The shift pattern for this role is Monday to Friday rotating shifts between 8am-6pm with 1 in every 4 Saturdays required. Saturdays are 9am-5pm.

This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.

Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you’re passionate about what you do, we want to hear from you, no matter your background