We currently have several new exciting opportunities available to join our Television Licence Retentions Team as a Retentions Advisor. This is a specialist role where you will be questioning the customer to find out about their viewing habits and providing advice to them on their licensing requirements. You will also be expected to contribute towards shaping the future approach of the team by sharing ideas and opinions based on your experiences on the phone. A more detailed breakdown of the role and the expectations we have is provided below.
About the Role
As a Retentions Advisor, you’ll take a conversational retention approach, building trust and rapport with each customer through straightforward, open, and honest conversations, to get a real understanding of their viewing habits and needs for a TV Licence. You will identify why they are looking to cancel their TV Licence and make the appropriate recommendation and educate the customer on the requirements of a TV licence. Most of the calls you handle will be from customers who want to cancel their existing licence. The successful candidates will be rewarded with a £24,028.68 pa basic salary on a permanent full‑time contract. Also, as part of the role, a bonus payment of up to £2,600 per annum (if working part‑time hours, the payment will be pro‑rate) that will be payable in four equal instalments at the end of each quarter, and is dependent upon achievement and adherence to a series of metrics that are key to achieving success of the trial, including attendance. The role offers both office and home working options, with our assigned office location Darwen, Lancashire. 36.5 hours per week on rotational shifts between 08:30 & 18:30 Monday to Friday.
Job Title
Retention Team Advisor
Key Responsibilities
* Act as an advocate for the BBC.
* Ability to understand and spot themes within the conversations you have, and feedback where appropriate.
* Process and update customer information to maintain accurate customer data at all times.
* Remain compliant in line with The Data Protection Act (1998).
* Being the ‘Customer Champion’, you will challenge existing processes and systems that may help to improve the business.
Key Requirements (About You)
* As an advocate for the BBC, you will hold a current TV Licence.
* Ability to work in a fast‑paced environment, where no two calls are the same.
* You are an amazing communicator, able to adapt your approach to different people and have a conversation with anyone.
* Working towards targets and achieving objectives is one of your passions.
* Ability to handle and overcome customer objections.
* Self‑awareness to identify own development needs and the desire to continually improve both self and the team.
* A minimum of 12 months previous experience within an outbound collections or retentions contact centre environments is essential.
What’s In It For You
* A competitive basic salary of £24,028.68 pa.
* £2,600 pa bonus payment.
* 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.
* The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
* Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
* Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
* Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.
Location: Darwen, United Kingdom
Time Type: Full time
Contract Type: Permanent
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