Sales & Retentions Advisor

Airband; United Kingdom; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A broadband service provider in the UK is seeking a Customer Service Representative. In this role, you will handle customer queries, manage contract renewals, and work towards customer retention. Experience in telephone customer service and sales negotiation is essential. The position offers hybrid working, paid leave, and a pension scheme, among other benefits.

Benefits

25 days paid leave

5% pension contribution

Customer referral bonus

Free broadband

Discounts on EE plans

Healthcare and medical insurance

Qualifications

• Previous experience in a telephone customer service role.
• Experience in a sales environment preferred.
• Positive outlook and ability to prioritize tasks.

Responsibilities

• Handle inbound and outbound customer queries.
• Negotiate contract renewals with customers.
• Log and maintain customer records in Salesforce.

Skills

Telephone customer service experience

Sales negotiation experience

Salesforce knowledge

Experience in renewals

Multi-tasking ability

Tools

Salesforce

Job description

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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!

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.