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Offboarding Advisor

4 months ago

Solihull, United Kingdom neoci Full time

Our client is a telecoms and technology company, and a supplier of voice, data, cloud, security, and mobile solutions to thousands of businesses across the UK.

The team of Offboarding Advisors have a crucial role to the success of the overall business. They are the team who liaise with customers who want to cancel their services; this could be due to upgrading to new services, or that they have closed their business, or they are migrating to a new telecom’s provider. It is the Offboarding team who liaise with the customer and internal colleagues to ensure we have everything we require to proceed, or they may discuss with the customer to hopefully retain their business.

**Responsibilities**:

- Managing cease request from customer or other internal departments.
- Calculating any early termination fees using an internal database and advising customers of the contractual obligations of ceasing services.
- Liaising with third-party suppliers to agree termination dates of service.
- Ensuring that termination of services takes place on the agreed date.
- Advising the Billing Team to stop charges in relation to ceased services from the agreed date.
- Advising third party suppliers to stop services billed to ensure revenue protection.
- Chasing third party suppliers for updates on ceases.
- Working with internal departments to retain customers and to stop services ceasing.
- Scanning and updating legacy paper documents to digital contracts.
- Updating of customer contract database as and when services change.
- Customer Service experience preferably from working in a call centre environment.
- A customer focus and a strong 'can do’ attitude.
- A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
- Excellent influencing and interpersonal skills with the ability to communicate at all levels.
- Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
- A good understanding of web browsers and databases with the ability to understand IT technical terminology.
- Ability to prioritise and handle multiple assignments at any given time while also serving as a "go to" for all members of a large team.
- Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
- Must be flexible and able to commit the time required to get the job done in line with business needs.
- Highly organised with excellent time management skills and attention to detail.
- Eagerness to learn and develop and willing to go the extra mile.
- Reliable and approachable.
- Previous experience in telecommunications ISP/Support is desirable

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Solihull