Inbound Retentions Advisor

Location: Pride Park, Derby

Retentions Advisor in Partnership with The Telegraph

Salary: £11.55ph + Regular Incentives

Operational Hours: Monday to Friday 9am - 2pm
Great work/life balance with No Sundays and 1 in 2 Saturdays –with a day off in the week to compensate

Job Type: Permanent / Part time

What will you be doing?

Your role sits in our retention team, where you will manage subscription cancellation requests through inbound customer contacts and outbound customer contacts at various stages of their subscription cycle. The purpose of the role is to empathise and engage with subscribers, using product knowledge and retention tools to make personalised recommendations that demonstrate the value of staying subscribed to the Telegraph

A typical day will look like:

· Time set aside each morning as a team to plan for success each day

· Interact through phone contacts, web chat and email with The Telegraph’s customers, understanding & supporting their individual needs, giving them great reasons to stay as customers

· Support your peers & team by sharing your experience and successes

· Time allocated to work with your manager and trainer on opportunities to improve service, skills and develop your future career

Who we are looking for?

· Proven successful experience in customer service and retention

· Great communicator in both voice & writing

· Have a passion for people, & strive to deliver success every day

· Experience of working to & achieving targets

· The ability to self-motivate & support and inspire your fellow customer retention professionals

· Prepared to go the extra mile to hit target

· Thrives on working in a challenging & fast paced environment

· Ability to effectively handle complaints by having good quality conversations

What’s in it for you?

· £11.55 PH with fortnightly pay

. Lots of great incentives! (Chance to win a Holiday, Airpods or Ninja Air fryer!)

. Progression opportunities

· Free Digital Plus Subscription of The Telegraph

· Refer a friend to work for us and you get £750!

· Healthshield - which includes optical and dental benefits

· On-site parking

· Discounts in high-street shops and restaurants

About us

Firstsource is a people centric company and a vibrant place to work, serving over 100 global clients. We have a professional, high performing and dedicated work force. Our values are integral to our success and they are what make us different from the rest. Aspire, Achieve and Advance.

In joining the Firstsource family we strive to create a diverse and inclusive work environment for all our employees. Firstsource offer the opportunity to be involved in Diversity forums and for you to contribute to creating a truly inclusive workplace

Job Type: Part-time

Pay: £11.55 per hour

Expected hours: 25 per week

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Gym membership
• On-site parking

Supplemental pay types:

• Bonus scheme
• Loyalty bonus
• Performance bonus