Upgrades and Retentions Executive

Connect Fibre; Greater London; Hybride; GBP 23 000 - 29 000; Plein temps

Avantages offerts par ce poste

Uncapped commission

Holiday entitlement: 25 days + BH + B’

Company pension

Private medical and dental

£1500 referral scheme

Family friendly support

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Retention/upgrade experience

Customer communication

Objection handling

Pricing discussion

Organised/multi-conversation

CRM familiarity

Remote working discipline

Weekend availability

Outils

HubSpot

Description du poste

Upgrades and Retentions Executive

Location: Remote

Salary: £26,000 + Commission + Benefits (OTE £40,000)

Company Overview

We area rapidly expanding and award winning business offering the very latest 'Full Fibre' to homes and businesses across the nation. We offerbroadband speeds of up to 2000Mbps, Wi-Fi 7 technology, exceptional customer service, and competitive prices.

The Role

As a Customer Retention & Upgrades Executive, you will be responsible for retaining existing customers, securing contract renewals and identifying relevant upgrade and add-on opportunities across Connect Fibres product range.

You will speak to customers who are approaching the end of their contract, considering cancellation, reviewing competitor offers or looking to change their service. Your role is to understand the real reason behind their enquiry, provide clear and accurate information, and recommend the most suitable outcome for both the customer and Connect Fibre.

This is a commercially focused role, not a script-led customer-service position. You will need to be confident discussing price, value, products and competitor comparisons, while always delivering a high-quality and compliant customer experience.

You will also support retention activity linked to One Touch Switch (OTS). This includes understanding the customer switching journey, managing switch-related conversations appropriately, identifying suitable retention opportunities and ensuring customers receive accurate information about their service, contract status and available options.

Success in this role looks like delivering strong retention, renewal, upgrade and customer-experience outcomes

What you’ll do

• 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 agreed guidelines.
• Recommend relevant broadband packages and add-ons, including Mesh Wi-Fi, TV and Mobile SIMs.
• Handle customer questions about contracts, pricing, and One Touch Switch processes.
• Keep customer records accurate and up to date in HubSpot.
• Work towards individual targets covering renewals, retention, productivity, quality and value.
• Work closely with colleagues across Sales, Customer Service and Operations to deliver a smooth customer journey.

What we’re looking for

• At least one year experience in a retention/upgrade role within telecommunications/utilities/subscription businesses.
• Comfortable speaking with customers who are considering cancellation or moving to a competitor.
• Strong communication, listening and objection-handling skills.
• Able to discuss pricing, contracts and product options clearly and confidently.
• A customer-first approach, with the confidence to recommend the right solution.
• Organised, reliable and comfortable managing multiple customer conversations and follow-ups.
• Familiar with CRM systems; HubSpot experience would be an advantage.
• Experience of One Touch Switch, broadband switching or cancellation processes would be useful, but is not essential.
• Comfortable working in a remote, target-driven environment.
• Available to work occasional weekend shifts as part of a rota.

The Rewards

• £26,000 + Uncapped Commission (OTE £40,000)
• 25 days holiday plus Bank Holidays plus Birthday Off
• Company Pension Scheme
• Private Medical and Dental Package
• £1500 Employee Referral Scheme
• Family Friendly Support Package

Connect Fibre offers excellent team and business building opportunities. Please see www.connectfibre.co.uk for more information on our exciting new business!