Sales and Retentions Advisor

Sales and Retentions Advisor

£27,976 + £5,000 OTE

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

What you’ll be doing

The Customer Retentions team is responsible for managing cancellation requests and renewals, with an emphasis on providing a fantastic experience for our customers throughout and retaining as many packages as possible. You will be managing a pipeline of customers who have lodged cancellation requests with us.

When dealing with cancellation queries, the ability to stay cool, calm and collected during conversations with customers is paramount, as is attention to detail, knowledge of objection handling techniques and an exemplary phone manner.

The day-to-day includes:

• Outbound calls: 45 per day

• Time on phone: 2.5 hours per day

• Cancellation saves: 3 per day

• Using systems to close down packages
  

A little bit about you

If the list below describes you, make sure you apply!

Strong verbal and written communication skills are essential

☎️ Confident phone manner

Ability to multi-task and move between tasks using prioritisation

Must be self motivated and have a positive attitude

Problem-solving skills

Resilience, understanding, patience and empathy

Adaptable and a fast learner

️Unafraid to speak up with new ideas

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of £27,976

£2000 per year in bonuses paid to the full company if we achieve our shared objectives

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.

• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.

• Graft | Work hard and smart. That’s how we grow and do the best for our customers.

• Work as One | Respect other people. Try to leave your ego at the door.

• Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.

• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.

• Set the Bar High | Whether your solving problems or making a brew. Do it with gusto.

• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.

• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.

• Customer First | Thinking about the customer before making any decision.

• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.

• Expert | Seeking out knowledge and opportunities to perform better in my role.

• Leadership | Communicating shared goals clearly and effectively.

The shift pattern for this role is Monday to Friday 10am-6pm or 9am -5pm (You’ll will be given one of these shift patterns) . With 1 in every 4 Saturdays required. Saturdays are 9am-5pm.

This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.

Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background