Retention Advisor

Summary: The Retention Advisor role at TalkTalk Business involves engaging with customers considering leaving the service, understanding their concerns, and providing tailored solutions to encourage retention. This position requires strong communication skills and the ability to analyze customer data effectively. The role is part of a dynamic Retentions team and is offered on a 6-month fixed-term contract. The company promotes a hybrid working model, allowing flexibility between office and remote work.

Key Responsibilities:

• Receive inbound calls from existing customers driven by marketing campaigns and general queries.
• Follow guided retention paths and use internal call flows to recontract and upsell customers.
• Make outbound calls as necessary following customer conversations.
• Establish good customer relationships and keep customers informed throughout the process.
• Utilize multiple online systems and portals to access helpful guides.
• Deliver appropriate solutions to customers based on system guidance.
• Handle complaint objections and escalate to Team Leader when required.
• Provide excellent customer service to achieve positive customer satisfaction scores.
• Request feedback through reviews for successful retention or resign.
• Use data/credit/retention toolkit effectively to retain customers and ensure wallet share.

Key Skills:

• Strong analytical skills with the ability to interpret data effectively.
• Previous experience in a customer service or retention role is an advantage.
• Excellent communication skills, both verbal and written.
• Effective phone etiquette and professionalism during interactions.
• Strong organizational skills and attention to detail.
• Ability to multi-task and navigate different tools.

Salary (Rate): undetermined

City: Salford

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other