Retentions Agent

Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.

Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Wildanet, building careers from the Southwest to anywhere.

Job Title: Retentions Agent

Salary: £26,227 per annum, plus commission 

Additional Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Eyecare Vouchers/ Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (on completion of Probation)/ Access to our generous Wildanet Rewards & Recognition Hub

Location: Liskeard Office & Hybrid Working

Role Purpose: The primary purpose of the Retention Agent is to support Wildanet’s customer acquisition and revenue goals. This is achieved through retaining customers wanting to move suppliers at the end of the contract, cancel an order within the sales cooling off period or wishing to upgrade their packages in life. The role will also provide support to our sales teams through the provision of detailed customer behaviour reports, enabling our sales and marketing teams to better understand customer behaviour.

Main Responsibilities: 

• Achievement of required customer retentions.


• Supporting customers to make the move to Wildanet, utilizing telephone and web-based communication platforms.


• Communicating with customers and sales representatives in a professional and effective manner, building trusted and long-term relationships.


• Ensuring all information gathered from customers is recorded in the agreed format on the CRM and accurately reflects discussions / contacts.


• Ensuring negotiations with customers to renew contracts and retain business are within the agreed company guidelines.


• Ensuring all orders are processed efficiently & effectively using Wildanet ordering system.


• Ensuring all quality and compliance standards are fully adhered to.


• Adhering to all company people and health and safety policies relevant to your area of work.


• Participating in team meetings and individual performance meetings.


• This list is not exhaustive and will be reviewed regularly with the employee and their line manager.

Key Activities:

While duties and responsibilities will vary, they typically include:

1.Handle Cancellation Requests

• Take calls or chats from customers who want to cancel their broadband service.


• Understand and document the customer’s reason for leaving (e.g., price, speed, moving, service issues.


• Follow company agreed process for cancelling or saving customers.

2. Offer Tailored Retention Solutions

Provide pre-approved incentives to encourage customers to stay, such as:

• Discounted plans or loyalty pricing.


• Speed upgrades.


• Contract adjustments.

3. Customer Relationship Management

• Build rapport during the conversation to rebuild trust and improve customer experience.


• Provide clear explanations of plan options and value.

4. Account Review and Optimisation

• Review the customer’s current usage and recommend a plan that better matches their needs.


• Identify and address billing concerns or misunderstandings.

5. Process Retentions, House Moves, Downgrades, or Final Cancellations

• Process changes to customer accounts if they accept a retention offer.


• Complete cancellations if the customer declines all options.

6. Compliance and Documentation

• Follow company guidelines, regulatory policies, and offer rules.


• Log the conversation details and outcome accurately.

7. Feedback Loop

• Report recurring customer issues, competitor offers, or trends back to management.


• Help improve processes, pricing strategies, and customer experience.

8. Cross-Team Collaboration

• Work with billing, technical support, marketing, and engineering as needed to resolve customer problems that affect retention.


• Actively contributing to team meetings and other cross team initiatives. 

Essential Person Specification

Knowledge:

• Demonstrable knowledge of IT systems, Internet, and Social Networking understanding and their use in business.


• Understanding of the importance of delivering exceptional customer service.


• CRM knowledge.


• Knowledge of operational processes within a Customer Experience / Sales Call Centre business.

Skills/Attributes:

• Good computer skills, ability to multitask using multiple systems, and use of MS office and related systems.


• Excellent telephone manners with an ability to build rapport quickly and effectively.


• Desire to be proactive and create a positive experience for others.


• Ability to take on tasks and complete in a timely manner and deliver as expected.

Experience:

• Experience in retentions OR Desk Sales Experience.


• Strong sales experience and be passionate about sales, with a desire to exceed all sales target set.

Qualifications:

• Good level of education, including literacy and numeracy skills.

Circumstances:

• Variable shift patterns on a Rota basis.


• Shift patterns include: 9am- 5pm, 11am – 7pm.


• Hybrid working available with a maximum of 2 days home based.