Overview

In this fast-paced and customer-focused role, you’ll handle a high volume of inbound and outbound queries from both residential and business customers. You’ll be responsible for managing contract renewals and supporting customer retention efforts. Your ability to build rapport, understand customer needs, and offer tailored broadband solutions will be key to driving satisfaction and long-term loyalty. You’ll play a vital role in supporting Airband’s mission to bridge the digital divide—ensuring our customers stay connected with reliable, high-speed internet.

Key Responsibilities

• Negotiate with existing customer base on renewal and upgrade offers.
• Proactively contact existing customers via phone and email with updates on their enquiry.
• Assist in resolving any complaints within the company SLA and in a timely and professional manner.
• Daily log and accurately maintain CRM (Salesforce).
• Input customers’ orders into the DWS Portal in conjunction with colleagues.
• Create strong links internally with colleagues in other departments to ensure customers’ expectations are met.
• Attend meetings as required.
• Undertake a variety of sales administrative tasks as requested by your line manager.

Key Skills

• Previous experience in a telephone customer service role.
• Experience of telephone sales negotiation preferable.
• Previous work within an office sales environment preferable.
• Knowledge of Salesforce (Contact Management System) preferable but not essential.
• Experience in renewals inbound & outbound.
• Positive outlook and ability to multi-task and prioritise.

What Airband Offers You

• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus – a thank you for every customer you send our way.
• Hybrid working – a mix of working from home and in the office.
• Free Broadband – if you are in our coverage, you can benefit from free broadband with us.
• 20% off your monthly line rental on EE’s plans.
• Cycle to work, Tech scheme, Healthcare and medical insurance, dental care, and health cash fund (dependent on length of service).
• Airshare (employee discount platform) – discounts on everyday shopping, weekly groceries, holidays, and more.
• Refer a friend reward scheme – a selection of rewards to choose from.

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for some roles, particularly those that are customer-facing. A driving licence may be required for positions that involve field duties.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Not specified

Industries

• Telecommunications