WeBuyAnyPhone.com is the UK's largest independent tech recycling business, buying, refurbishing and recycling mobile phones, tablets and wearable tech. We're looking for a confident and resilient Customer Experience & Retentions Advisor to join our growing team.
This role is ideal for someone who enjoys speaking to customers, thrives in a fast-paced environment, and knows how to balance excellent customer service with commercial awareness.
Location: Whiteley, near Solent Hotel
Salary: Basic salary up to £28,000 DOE, plus performance bonus of up to £3,000 per year (OTE up to £31,000)
Hours: Monday–Friday, 8:30am–5:00pm
Why This Role Matters
This is a busy, high-volume contact role where you'll spend your day speaking with customers across phone, email and live chat.
You'll be handling consecutive inbound and outbound customer conversations, helping customers understand the value of their devices, addressing concerns around any revised offers, and retaining customers wherever possible.
Success in this role comes from being able to build rapport quickly, handle objections confidently, and deliver a positive customer experience while working within clear business guidelines.
This role sits between customer service and retention. We're looking for someone who genuinely enjoys helping customers, while also demonstrating strong commercial awareness. You'll be comfortable understanding business requirements, discussing revised offers with customers, and balancing customer needs with commercial objectives to achieve the best possible outcome for both the customer and the business.
What You’ll Be Doing
- Managing a high volume of customer interactions via phone, email and live chat
- Discussing revised offers with customers clearly, professionally and confidently
- Handling objections and retaining customers wherever possible
- Explaining our grading process and pricing decisions in a fair and consistent manner
- Delivering excellent customer service while balancing commercial outcomes
- Maintaining accurate customer records and notes
- Working closely with internal teams to ensure a smooth customer journey
- Meeting customer experience and retention targets
What We're Looking For
- At least 1 year's recent experience in a contact centre, call centre, customer service, retention, account management, or objection-handling role
- Experience managing high volumes of customer interactions across multiple channels
- Strong written and verbal communication skills, with the ability to listen actively, build rapport quickly, and handle challenging conversations professionally
- Resilient, positive, and calm under pressure in a fast-paced environment
- Confident handling objections and balancing customer satisfaction with commercial objectives
- Motivated by delivering results and retaining customers within a structured, process-driven environment
- Enjoy engaging with customers and achieving positive outcomes
Desirable
- Experience within e-commerce, telecoms, consumer electronics, or marketplace platforms such as eBay and Amazon
- Experience using CRM systems, particularly Salesforce
- Previous customer retention or loyalty programme experience
Why Join Us?
- Competitive salary with the opportunity to make a real impact in a growing business
- Be part of a close-knit, supportive team where you'll receive ongoing training and support to help you succeed
- Work in an exciting industry at the intersection of technology, e-commerce and sustainability
- You'll join an award recognised business, who has been shortlisted and named finalist for several industry awards, including the Sustainability and Environment category at the 2024 Mobile News Awards. We're committed to reducing electronic waste and giving technology a second life, helping to create a more sustainable future.
- We actively encourage employee feedback through regular surveys, our monthly all-hands meetings and through our suggestion scheme
- Make a genuine difference by helping customers get the most value from their technology while contributing to a circular economy
Additional Information
- This is a full-time office-based role
- DBS check required.
Recruitment Process
We aim to keep our recruitment process straightforward and transparent:
Stage 1 - Initial Screening Call
A short introductory call with a member of the People & Culture team to learn more about you and to cover a few initial recruitment checks.
Stage 2 - Teams Interview
A 45- minute teams interview with our Customer Experience Manager, featuring competency-based questions alongside an opportunity to gain a deeper understanding of the role and what success looks like.
Stage 3 - Final Face-to-Face Interview
An opportunity to meet our Customer Experience Manager and the People & Culture team in person, learn more about the business and working environment, ask any remaining questions, and discuss your suitability for the role.
We are committed to an inclusive hiring process for everyone. If you require any reasonable adjustments, please let us know, and we’ll be happy to accommodate you.
WeBuyAnyPhone is part of the Ridown Group, a forward-thinking private investment company with a proven track record of building and scaling brands into multi-million-pound businesses. Take a look at our Instagram @lifeintheridowngroup to see what it's like to work in the Ridown Group!
**We are not working with third-party recruiters for this role, and any unsolicited submissions will be considered direct applications without agency involvement.
Job Types: Full-time, Permanent
Pay: Up to £31,000.00 per year
Benefits:
- Casual dress
- Company events
- Gym membership
Ability to commute/relocate:
- Fareham PO15 7FT: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years' experience do you have working in a contact/ call centre?
Work authorisation:
- United Kingdom (required)
Work Location: In person
