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Customer Retentions Advisor

Posted 26 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Part-time
Job function
Degree level
Required language
English (Fluent)
Start date
1 July 2019

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Salary: £19,448 starting salary (including £1082 shift premium), with an OTE of £23,048

Role: O2 Inbound Retentions Advisor – Call Centre

Location: Dearne Valley, Rotherham

Start dates throughout July 2019

Hours: Variety of fixed shifts available working 40 hours between 9.30am - 9pm Monday - Sunday

At Capita Customer Management, we’re looking for Retentions Advisors to join our O2 team who will be based at our Dearne Valley site.

What does being in the O2 Retentions team mean?

Our Retentions team take inbound calls from a wide range of customers who are either looking to leave O2 or upgrade their existing contract. It will be your job to be warm, polite and eager to find the best deal for them that suits their needs and requirements.

So, what can I expect as an O2 Retentions Advisor?

You will be a valued member of the O2 Retentions team and your role will be hugely important to ensure that all customers are made to feel valued and appreciated. An inquisitive mind works well here as you will need to be asking the right questions to ensure that we get the best deal for the customer.

We also offer some amazing benefits and we have listed a few below:

  • Fantastic mobile phone discounts including 50% off O2 airtime
  • 22 days annual leave plus Bank Holidays dependent on your shift pattern which will increase over time, the longer you work with us the more leave you get!
  • You will also have the option to buy more holiday days!
  • Free onsite parking
  • Monthly incentives and prizes
  • Cycle to Work Scheme
  • Free onsite parking
  • Cycle2work scheme
  • Onsite canteen
  • Incentives and offers from our key vendors (Samsung, Apple, Sony and LG) including all expenses paid events and holidays to luxury locations e.g. Miami and Barbados.

Will I get any training?

Of course – we offer an intensive training programme for your first few weeks at Capita, in a classroom with a dedicated Learning and Development Officer who will be there to teach you everything you need to know. Even once you go onto the unit, you will be in a live supported environment with dedicated mentors and buddies who will be there to offer ongoing support should you need it. We are very proud of our training programme and feel it fully equips every new employee with all the skills and knowledge required for the role.

What kind of people are you looking for?

We believe that finding the right role for you is really important. So let us tell you what we’re looking for and you can see if you think it sounds good.

  • A desired background in sales – there are no targets to hit but the more you sell the more you earn.
  • When liaising with customers you will be using a script so attention to detail is key.
  • Your expertise and passion for customer experience will mean that you will do whatever it takes to resolve each call quickly and efficiently to ensure that every customer gets the best deal to suit their needs
  • You’ve first class organisational skills, great attention to detail, are able to prioritise and use your initiative.
  • You’ll have an interest in the subject matter and enjoy learning.

As for hard skills, you’ll need to be IT literate and fluent in both written and spoken English.

We are the UK's No. 1 business process outsourcing (BPO) and professional services company, at the leading edge of redefining and transforming services.

Other
London
10,000 employees