Retention Team Advisor
Retention Team Advisor
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Job Description
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 you experiences on the phone. A more detailed breakdown of the role and the expectations we have is provided in the job description below.
About the role:
As a Retentions Advisor youll 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 24028.68 pa basic salary on a permanent fulltime contract.
Also as part of the role a bonus payment of up to 2600 per annum (if working parttime hours the payment will be pro rata) 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 AdvisorJob Description:
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 fastpaced 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.
- Selfawareness 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
About Capita TV Licensing:
At Capita TV Licensing were supporting the worlds oldest national broadcaster. We harness the latest technology so the BBC can continue to create highquality independent programmes that inform educate and entertain millions of people around the UK and the world. Our teams visit four million addresses each year to check for license evaders and they generate over 65 million of revenue helping to fund the running of the BBC. Join us and discover better as you shape the future of public television.
Whats in it for you:
- A competitive basic salary of 24028.68 pa
- 2600 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 weeksand 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.
Youll get the chance to follow your chosen career path anywhere in Capita. Youll be joining a network of 52000 experienced innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career and well provide the support you need to do just that. Our purpose is to create a better outcome for you.
Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrierfree recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email Iqbal at or calland well get back to you.
For more information about equal opportunities and process adjustments please visit the Capita Careers website.
Location:
DarwenUnited KingdomTime Type:
Full timeContract Type:
PermanentRequired Experience:
Unclear Seniority
Employment Type
Full-Time
