Sales & Retentions Advisor

Airband; Droitwich Spa; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A telecommunications provider in the UK is seeking a Sales & Retention Advisor to manage customer inquiries and drive satisfaction through tailored solutions. The ideal candidate will have experience in customer service and sales negotiation, along with strong multi-tasking abilities. This hybrid role offers competitive benefits, including paid leave and a pension plan.

Benefits

25 days of paid leave

5% pension contribution

Customer referral bonus

Free broadband

20% off EE products

Healthcare and medical insurance

Employee discount platform

Refer a friend reward scheme

Qualifications

• Experience in a telephone customer service role.
• Understanding of sales negotiation techniques.
• Ability to manage customer complaints professionally.

Responsibilities

• Negotiate contract renewals and upgrades with customers.
• Proactively provide updates via phone and email.
• Maintain CRM (Salesforce) and log customer interactions.

Skills

Telephone customer service experience

Sales negotiation

Office sales environment

Salesforce knowledge

Inbound & outbound renewals experience

Multi-tasking ability

Job description

Sales & Retention Advisor

Location: Droitwich (Hybrid)

Job Type: Full-Time (40 hours per week)

Salary: £26,780

Job Summary

In this fast-paced and customer-focused role, you’ll handle a high volume of inbound and outbound queries from both residential and business customers. You’ll be responsible for managing contract renewals, and supporting customer retention efforts. Your ability to build rapport, understand customer needs, and offer tailored broadband solutions will be key to driving satisfaction and long-term loyalty.

You’ll play a vital role in supporting Airband’s mission to bridge the digital divide—ensuring our customers, whether at home or in business, stay connected with reliable, high-speed internet.

Key Responsibilities

• Negotiate with existing customer base on renewal and upgrade offers.
• Proactively contact existing customers via phone and email with updates
  on their enquiry.
• Assist in resolving any complaints within the company SLA and in a timely
  and professional manner.
• Daily log and accurately maintain CRM (Salesforce) In conjunction with their colleagues, daily input of customers’ orders into DWS Portal. VOIP
• Create strong links internally with colleagues in other departments to ensure customers’ expectations are met.
• Attending meetings as and when required.
• Undertake a variety of sales administrative tasks as requested by your line manager.

Key Skills

• Previous experience in a telephone customer service role.
• Experience of telephone sales negotiation preferable,
• Previous work within an office sales environment preferable.
• Knowledge of Salesforce (Contact Management System) preferable but not essential.
• Experience in renewals inbound & outbound.
• Positive outlook and ability to multi-task and prioritise

What can Airband Offer you?

• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus - a thank you for every customer you send our way.
• We offer hybrid working – a mix of working from home and in the office.
• Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
• 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.
• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
• Refer a friend reward scheme – a selection of great rewards to choose from!

Pre-employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving license may be required for positions that require you to be out in the field as part of the role.

Recruitment agency support is not required at this time.