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Current Vacancy - Retentions Advisor

Salary:£15,750 - £17,750

Benefits:Performance related bonus, 2 pay reviews per annum and up to 33 days paid holiday

Hours:Monday to Friday, 9am - 6pm

Location:Head Office, Northenden, South Manchester

The Company

Titan Telecom is committed to giving the highest standards of customer service and we achieve this through the ongoing development of our employees. This is reflected in various awards including Customer First and Customer Excellence. Our continued expansion creates significant opportunities for promotion in a variety of roles.

The Role

Key duties of this role will involve dealing with inbound and outbound calls from existing business customers that may be looking to cancel their telecom, broadband or mobile services for a variety of reasons. Using objection handling and negotiation skills you will explore the issues leading up to the cancellation request with the purpose of resolving these issues and retaining the services. This will involve discussing the benefits of our product packages in contrast with offers the customer may have received from other providers, as well as resolving other reasons for cancelling such as ceasing to trade, change of ownerships, faults and customer care issues. It will also be your responsibility to ensure that customers proposing to leave their contract early are aware of the consequences of early termination fees.

This role offers a substantial variety in the wide range of issues that customers will raise and gives an excellent opportunity to join a company that can offer genuine career progression and excellent development prospects.


  • Excellent communicator
  • Able to develop good working relationships with business customers
  • Strong organisational skills
  • Rapport building and controlled objection handling skills are essential
  • Able to assist customers in an empathetic, persuasive and confident telephone manner
  • Strong minded and professional with an ability to negotiate and influence confidently at all levels
  • Direct retentions or sales experience is advantageous however we will consider transferable skills from previous roles
  • Experienced applicants from a call centre, customer services or telecoms background are also encouraged to apply
  • Excellent customer care skills and customer focused attitude
  • Self motivation with positive approach to targets


  • Personal Incentive Bonus Scheme (Up to 10% salary bonus per annum)
  • Two salary reviews per annum
  • Up to 33 days holiday per annum
  • Excellent promotional opportunities for motivated individuals
  • Additional incentive schemes
  • Full and comprehensive three week introductory training in the role
  • Continued training to help develop skills and abilities
  • Training Support Scheme
  • Work for an Investors in People accredited company
  • Regular subsidised social events
  • Modern, open plan, air conditioned offices

How to Apply

Due to the high number of applicants only exceptional CV’s will be considered. If you are interested in taking advantage of this exciting opportunity please e-mail your covering letter and CV to stating which role you are applying for.