Job Title: Retentions Adviser
Reports to: Desk Sales Manager
Location: Peterborough
Full Time
Company Information
Since 2021, we’ve been working hard to bring gigabit-speed full fibre broadband to thousands of homes across the UK. Our mission is simple: to connect people. We deliver broadband that’s fast, reliable, and hassle-free—putting our customers at the centre of everything we do.
We're in the midst of an exciting growth phase, with bold plans for the future. To help us achieve them, we’re looking for talented individuals who share our ambition and can inspire us as we take the next step in our journey.
Our team is inclusive and diverse—everyone is welcome, and you’re encouraged to be yourself. Culture matters deeply to us. We believe work should be enjoyable, and we back that up with ongoing training and support, great benefits, and a vibrant, energetic team environment.
What we need you to do
- Manage CRM database and update all records
- Follow up on cancellation requests
- Manage and retain renewals
- Make outbound calls to customers and manage the customer status
- Take inbound calls for renewals and cancellation requests
- Support the team on technical advice and educate customers
- Ability to handle objections
- Aim to resolve issues and queries at first point of contact
- Provide accurate written communication in cleat and professional manner
- Question and engage with customers to understand their needs and requirements.
- Work in line with standards and processes set by the business
- Work towards monthly penetration and retentions targets
What we need from you
- A don’t give up – can do attitude towards everything you do.
- The ability to hold a conversation.
- Capable of expressing yourself and having something about you.
- IT Literate with the technical mind to use and learn new systems with ease.
- Hungry for success.
- A team player who across all channels and departments.
- Willing to go above and beyond when needed.
- Knowledge of broadband and connected products would be a benefit.
- Team player
- Proactive and good use of initiative
- Flexible working
- General sales and objection handling skills
Inclusion Statement
We are committed to creating an inclusive workplace that values diversity. We welcome applicants of all backgrounds and experiences, and we strive to ensure everyone feels respected, supported, and empowered to thrive. If you require any support during the recruitment process, please get in touch with our HR Team at hr@lightspeed.co.uk.
Job Types: Full-time, Permanent
Pay: Up to £25,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking
- Private medical insurance
Application question(s):
- Are you IT Literate with the technical mind to use and learn new systems with ease and hungry for success?
- Are you a team player who across all channels and departments?
- Do you have general sales and objection handling skills?
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (required)
Work Location: In person