Retentions Advisor

**Job Title**: Retentions Adviser

**Reports to**: Desk Sales Manager

**Location**: Peterborough

**Full Time**

**The LightSpeed Experience**

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people.

**About us**

We’ve been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.

**Join us**

Here at LightSpeed, we’re going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.

This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team - you can be yourself here and everyone is welcome. So, join us

**What we need you to do**
- Manage CRM database and update all records
- Follow up on cancellation requests
- Manage and retain renewals
- Make outbound calls to customers and manage the customer status
- Take inbound calls for renewals and cancellation requests
- Support the team on technical advice and educate customers
- Ability to handle objections
- Aim to resolve issues and queries at first point of contact
- Provide accurate written communication in cleat and professional manner
- Question and engage with customers to understand their needs and requirements.
- Work in line with standards and processes set by the business
- Work towards monthly penetration and retentions targets

**What we need from you**
- A don’t give up - can do attitude towards everything you do.
- The ability to hold a conversation.
- Capable of expressing yourself and having something about you.
- IT Literate with the technical mind to use and learn new systems with ease.
- Hungry for success.
- A team player who across all channels and departments.
- Willing to go above and beyond when needed.
- Knowledge of broadband and connected products would be a benefit.
- Team player
- Proactive and good use of initiative
- Flexible working
- General sales and objection handling skills

**What you can expect from the interview process**

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

**What we can offer you**
- Competitive Holiday Allowance + Bank Holidays
- Medical Health Insurance
- Death in Service Cover of 4 x Salary
- Pension
- Bonus Scheme
- Social Events
- EAP System
- Opportunities for Growth & Development
- Free LightSpeed Broadband - If you’re in our area
- Cycle to Work Scheme
- Flexible Working
- Employee Discounts
- Gym Membership
- Health & Wellbeing
- Birthday Day Off
- OTE

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

Pay: Up to £25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Application question(s):

- Are you IT Literate with the technical mind to use and learn new systems with ease and hungry for success?
- Are you a team player who across all channels and departments?
- Do you have knowledge of broadband and connected products - would be a benefit?
- Are you proactive with a good use of initiative?
- Do you have general sales and objection handling skills?

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Driving Licence (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: Retentions Advisor