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 (£5,000 OTE) + Benefits
Job Overview
Manage inbound customer enquiries, using strong communication, negotiation, and customer service skills to retain customers and recommend suitable broadband packages. Reduce churn, improve customer loyalty, and protect revenue through effective objection handling, relationship management, and commercial awareness. Work within a busy call centre environment supporting customers with cancellations, home moves, and package changes while delivering a positive customer experience.
Duties
- Responding to Retention Enquiries: Handling inbound calls from customers considering canceling or changing services
- Understanding Customer Needs: Identifying concerns, motivations and reasons for contact
- Re-contracting and Upgrades: Discussing renewal options, packages and promotional offers
- Customer Retention: Using negotiation and objection handling to retain customers and reduce churn
- Moving Home Support: Assisting customers with transferring services to new addresses
- Case Management: Managing complex cases and providing regular customer updates
- Commercial Awareness: Balancing customer satisfaction with revenue protection and business outcomes
- System Administration: Updating CRM systems, processing changes and recording accurate data
Candidate Requirements
- A friendly and confident communicator with strong interpersonal skills
- Previous experience in a retention, telesales or customer service call centre role
- Telecommunications experience is 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
Job Ref: AWDO-P14613
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