Overview

Talent Acquisition Manager at TalkTalk Business | Ex-PZ Cussons, Ex-NCC Group

About Us

For over 25 years, we've been supporting UK businesses of all sizes, providing exceptional connectivity, competitive pricing, and outstanding service. While we take pride in our legacy, our focus is firmly on the future with a fibre-first, future-ready approach.

Our ultra-reliable network is trusted by more than 1 in 10 businesses, and our comprehensive range of innovative solutions are designed to help any business achieve its full potential.

If you are looking to be part of an ambitious team that is constantly evolving and empowered to deliver excellence, we would love to hear from you. Apply today and help us shape the future of business connectivity.

The Role

We are seeking a dedicated and skilled Retention Advisor to join our dynamic Retentions team on a 6-month FTC. In this role, you will be responsible for engaging with customers who may be considering leaving our services. Your primary objective will be to understand their concerns, provide tailored solutions, and encourage them to remain with us. This position requires excellent communication skills, a customer-centric approach, and the ability to analyse customer data effectively.

If you are passionate about providing exceptional customer service and have the skills required for this role, we encourage you to apply. Join us in making a positive impact on our customers\' experiences!

Responsibilities

• To receive inbound calls from existing customers driven by various marketing campaigns, customer communications and general queries. Advisors will follow guided retention path and support provided and use internal call flows to recontract and upsell customers onto new packages and products should they be required
• Outbound Calls applicable following on from any conversations with customers and when required
• Establish good customer relationships and keeping customers informed throughout (signposting, following sales training of guided path)
• Use of multiple online systems and portals to access helpful guides
• Deliver appropriate solutions to customers following from systems guidance
• Resilience through handling complaint objections and escalating to TL if and when required
• Ability to provide excellent customer service in order to meet positive customer satisfaction scores
• Request feedback in way of reviews for successful retention or resign
• Use data/credit/retention toolkit provided by the business in the correct manner to retain customer whilst ensuring wallet share for TTB

Skills and experience we are looking for

• 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, with a focus on building rapport with customers.
• Ability to demonstrate effective phone etiquette and maintain professionalism during all interactions.
• Strong organisational skills and attention to detail for accurate data entry and record keeping.
• Ability to multi-task and navigate different tools.

How you will work

At TalkTalk Business we understand the importance of flexibility and connection in the workplace. That’s why we have adopted a hybrid approach to working. Our aim is for our full time team to spend 3 days a week at our HQ in Soapworks, Salford Quays with the remaining days offering the option to work from home. We want to ensure you enjoy the collaboration and connection of the office environment, combined with the convenience of remote working.

What can we offer you?

• Competitive Salary and Bonus Scheme: Earn a rewarding salary with a bonus scheme designed to recognise your hard work and dedication.
• Comprehensive Benefits Package: Support your wellbeing, achieve a work-life balance, and plan for the future with our all-inclusive benefits.
• Free TalkTalk Broadband: Enjoy complimentary TalkTalk broadband as an added perk for all employees.
• Personal and Professional Growth: Take advantage of opportunities for career advancement and personal development.
• Additional Perks: Participate in exciting company events, take advantage of volunteering days, and enjoy electric car charging points available at our HQ.

Be ACE!

Be Ambitious, Be Connected, Be Empowered.

We embrace challenge, create resilient relationships and nurture our collaborative culture, while building a positive and rewarding environment where everyone takes pride in the part they play.

We will take reasonable and appropriate steps to ensure all candidates have a fair recruitment process to eliminate stereotypes, unconscious bias or prejudice.