Upgrades and Retentions Advisor
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, and costing no more than current internet packages, customer growth is expected to be exponential.
Job Overview
We’re looking for a customer-focused Upgrade & Retention Executive to join our team! This role is all about helping our existing customers find the right upgrade across all Connect Fibre products, including broadband, Connect Mobile, and add-ons, while also retaining customers as they approach contract renewal. You'll be handling a mix of inbound and outbound calls and emails, ensuring customers get the best possible experience and value from their service.
Responsibilities
•Help customers upgrade to the best package for their needs across broadband, Connect Mobile, and add-ons.
•Proactively contact customers nearing contract end to discuss their options and retain them with tailored solutions.
•Handle inbound enquiries from customers looking to upgrade, recontract, or explore new services.
•Build rapport and trust, ensuring customers feel valued and supported.
•Effectively communicate the benefits of upgrading or renewing with Connect Fibre.
•Follow up on customer interactions via phone and email, ensuring a seamless experience.
•Keep accurate records of conversations and updates in our CRM system.
•Work towards retention and upgrade targets while always putting the customer first.
•Collaborate with sales, marketing, and customer service teams to improve processes and customer journeys.
•Encourage and co-ordinate installations.
The Candidate
•Experience in sales, or retention (telecoms experience is a plus!).
•A customer-first approach with great listening and problem-solving skills.
•Strong communication and persuasion skills—comfortable having meaningful conversations to find the right solutions.
•Ability to handle 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 is a plus!).
•Comfortable working in a fast-paced, target-driven environment.
•A team player with a positive, adaptable attitude.
•Availability for occasional weekend shifts, as needed.
The Rewards
•£25,000 + Commission + Bonus (OTE £35,000)
•25 days holiday plus Bank Holidays plus Birthday Off
•Company Pension Contribution
•Business Laptop
•Private Medical and Dental Benefits Package
•£1500 Employee Referral Scheme
•Superb Maternity 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, send an up-to-date CV to: Paul Blunt at Connect Fibre paul.blunt@connectfibre.co.uk. All applications will remain strictly confidential.