Customer Service Advisor / Retention Agent, AWD RECRUITMENT LTD

Customer Service Advisor / Retention Agent

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 (Mon‑Fri 8am–6pm, every other Saturday 10am–5pm).

Salary: £25,000 per annum + uncapped commission (up to £5,000 OTE) + benefits.

Job Overview

We are recruiting a Customer Service Advisor / Retention Agent to support customers who are considering leaving, moving home, or changing their package. The role focuses on delivering excellent customer service while achieving strong commercial outcomes and reducing churn.

Key Responsibilities

• Respond to retention enquiries from customers considering cancellation or changes.
• Identify customers’ concerns, motivations and reasons for contact to tailor solutions.
• Present re‑contracting and upgrade options, including renewal packages and promotional offers.
• Use negotiation and objection‑handling techniques to retain customers and reduce churn.
• Assist customers with moving‑home support, transferring services to new addresses.
• Manage complex cases and provide regular updates to customers.
• Maintain commercial awareness, balancing customer satisfaction with revenue protection.
• Update CRM systems, process changes and record accurate data.

Candidate Requirements

• Friendly, 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, comfortable 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 upon successful completion of probation.
• Brand new office with excellent transport links.
• Supportive team culture, growth and career progression.

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