Retention Advisor
Role Profile
This is an exciting opportunity to join our team as a Retention Advisor, where you’ll play a vital role in strengthening customer loyalty and reducing churn. You’ll engage directly with customers, resolve issues, and promote tailored solutions that enhance satisfaction while supporting revenue growth. Working closely with cross‑functional teams, you’ll help deliver long‑term value and a positive customer experience.
We’re looking for a confident communicator with excellent verbal and written skills, strong problem‑solving ability, and a customer‑focused mindset. You should be able to work both independently and as part of a team, and thrive in a fast‑paced environment where prioritising tasks and meeting deadlines is key. Resilience under pressure, and a proactive approach to resolving customer issues will make you a great fit for this role.
Main Responsibilities
- Handle inbound and outbound calls to address concerns, queries, or dissatisfaction
- Identify at‑risk customers and proactively offer solutions to retain them
- Promote relevant products, services, or offers that meet customer needs
- Investigate and resolve customer complaints quickly and effectively
- Collaborate with internal teams (billing, technical support, sales) to ensure seamless resolution
- Suggest process improvements to enhance customer satisfaction and retention
- Stay updated on company products, promotions, and policies to provide accurate information
Skills & Experience required
- Excellent communication skills (verbal and written)
- Strong negotiation and persuasion abilities
- Customer‑centric mindset with empathy and patience
- Ability to work under pressure and meet retention targets
- IT literacy, including CRM systems
We're looking for people who are:
- Passionate about delivering an exceptional customer experience.
- Determined to achieve and exceed targets.
- Competitive with a genuine desire to succeed.
- Confident communicators who can quickly build trust and rapport.
- Positive, adaptable and resilient.
- Professional, dependable and accountable.
- Able to manage multiple conversations and priorities throughout the day.
- Performance Expectations
Successful candidates will be expected to:
- Make a high volume of quality outbound customer calls each day.
- Deliver excellent conversion rates across renewals and upgrades.
- Maximise customer value through appropriate upselling and cross-selling.
- Maintain high customer satisfaction and quality scores.
- Consistently achieve agreed sales and revenue targets.
Working hours
This is a full-time role, working 37.5 hours per week
Excellent Employee Benefits
- £30,500 OTE per annum
- 33 days annual leave (including back holidays)
- 7% pension contribution
- 4 times salary life insurance cover
- Employee Referral Scheme
About Grain
Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.
With c. £200m of investment raised to date, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!
Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.
Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.
Pay: From £30,500.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- Referral programme
Work Location: In person
