Upgrades and Retentions Executive
Connect Fibre Work from Home
£25,000 + Commission + Benefits (OTE £35,000)
Connect Fibre is a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 2000Mbps, new Wi-Fi 7 technology, exceptional customer service (Trustpilot 4.8/5), and costing no more than current internet packages, customer growth is expected to be exponential.
Job Overview
Reporting to the Team Leader, you will be responsible for driving contract renewals, upgrades, and customer retention across all Connect Fibre products. In addition to customer interactions, you will play a key role in ensuring high standards of call quality, customer experience, and commercial performance across the team.
Specific Responsibilities:
* Support customers in upgrading to the most suitable packages across Broadband, Connect Mobile, Connect TV, and Cloud Games.
* Proactively contact customers approaching contract end to discuss renewal and upgrade options via phone, email and digital channels.
* Build strong rapport and trust, ensuring customers feel valued, listened to, and supported whilst selling the benefits of Connect Fibre.
* Follow up on customer interactions to ensure a seamless end-to-end experience.
* Maintain accurate and detailed records of customer interactions within the CRM.
* Work towards retention, upgrade, and quality targets while always prioritising customer outcomes.
* Coordinate and encourage installations where relevant.
* Collaborate with Sales, Marketing, and Customer Service teams to improve customer journeys and processes.
Requirements:
* Proven experience in sales or retention in Broadband, Media or Telecoms.
* A customer-first approach with great listening and problem-solving skills.
* Strong communication and persuasion skills.
* Comfortable leading meaningful conversations to find the right solutions.
* Experienced in handling objections and offer tailored solutions to keep customers happy.
* Organised and proactive, able to manage multiple customer interactions effectively.
* Familiarity with CRM systems (HubSpot experience desirable).
* Comfortable working in a fast-paced, target-driven environment.
* A collaborative team player with a positive and adaptable attitude.
* Availability for occasional weekend shifts, as needed.
The Rewards
* £25,000 + Uncapped Commission (OTE £35,000)
* 25 days holiday plus Bank Holidays plus Birthday Off
* Company Pension Scheme
* Private Medical and Dental Package
* £1500 Employee Referral Scheme
* Family Friendly Support Package
Connect Fibre offers excellent team and business building opportunities. Please see www.connectfibre.co.uk for more information on our exciting new business!
Interested applicants should, in the first instance apply here, or send an up-to-date CV to: Paul Blunt at Connect Fibre. All applications will remain strictly confidential.