Customer Service Advisor / Retention Agent (AWDO-P14866) in Altrincham)

Customer Service Advisor / Retention Agent

Join a growing fast‑growing fibre broadband provider as a Customer Service Advisor / Retention Agent supporting customers who are thinking of leaving, moving home or changing their package, while delivering excellent customer service and strong commercial outcomes.

We have a fantastic new job opportunity for a Customer Service Advisor / Retention Agent to join a fast‑growing telecommunications organisation.

Job Details

• Location: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)
• Job type: Full‑time, Permanent
• Working hours: 37.5 hours rota based (Monday to Friday 8am–6pm, plus every other Saturday 10am–5pm)
• Salary: £26,228 per annum plus commission: £5,000 OTE + benefits

Responsibilities

• Respond to retention enquiries: handle inbound calls from customers considering cancelling or changing services
• Understand customer needs: identify concerns, motivations and reasons for contact
• Re‑contract and upgrade: discuss renewal options, packages and promotional offers
• Customer retention: use negotiation and objection handling to retain customers and reduce churn
• Moving home support: assist customers with transferring services to new addresses
• Case management: manage complex cases and provide regular customer updates
• Commercial awareness: balance customer satisfaction with revenue protection and business outcomes
• System administration: update CRM systems, process changes and record accurate data

Candidate Requirements

• Friendly and confident communicator with strong interpersonal skills
• Previous experience in a retention, telesales or customer service call centre role
• Telecommunications experience highly desirable
• Experience handling objections, complaints or difficult conversations
• Strong negotiation skills and a results‑driven approach
• Good IT skills with experience using CRM systems and databases
• GCSEs in English and Maths or equivalent
• Comfortable working in a phone‑based environment on a rota including weekends and bank holidays

Benefits

• Uncapped commission scheme linked to retention and performance
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression

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