Offboarding Specialist

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Summary and purpose of the Job:

The team of Offboarding Advisors have a crucial role to the success of the overall business. They are the team who liaise with customers who want to cancel their services with Wavenet; this could be due to upgrading to new services with Wavenet, or that they have closed their business, or they are migrating to a new telecom’s provider. It is the Offboarding team who liaise with the customer and internal colleagues to ensure we have everything we require to proceed, or they may discuss with the customer to hopefully retain their business.

The extent of your duties will include but are not limited to:

• Managing cease request from customer or other internal departments.
• Calculating any early termination fees using an internal database and advising customers of the contractual obligations of ceasing services.
• Liaising with third-party suppliers to agree termination dates of service.
• Ensuring that termination of services takes place on the agreed date.
• Advising the Billing Team to stop charges in relation to ceased services from the agreed date.
• Advising third party suppliers to stop services billed to Wavenet to ensure revenue protection.
• Resolving any ceasing queries with customers and or third parties either on the telephone or by email.
• Chasing third party suppliers for updates on ceases.
• Working with internal departments to retain customers and to stop services ceasing.
• Scanning and updating legacy paper documents to digital contracts.
• Updating of customer contract database as and when services change.

The successful candidate will have:

• Customer Service experience preferably from working in a call centre environment.
• A customer focus and a strong 'can do’ attitude.
• A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
• Experience of responding to customer emails demonstrating excellent written communication skills and attention to detail.
• Excellent influencing and interpersonal skills with the ability to communicate at all levels.
• Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
• A good understanding of web browsers and databases with the ability to understand IT technical terminology.
• Ability to prioritise and handle multiple assignments at any given time while also serving as a "go to" for all members of a large team.
• Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
• Must be flexible and able to commit the time required to get the job done in line with business needs.
• Highly organised with excellent time management skills and attention to detail.
• Eagerness to learn and develop and willing to go the extra mile.
• Reliable and approachable.
• Previous experience in telecommunications ISP/Support is desirable

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider?

Apply today or contact our friendly Talent Acquisition Team for more information.