Renewal and Retention Associate

Job title: Renewal and Retention Associate

Office location with Hybrid working: Belgrade

About the role and the Team:

As a Renewal and Retention Associate, your main responsibility will be to engage with our existing customers to renew their contract before termination (no cold calling), retain those with the intention to leave (as it's crucial for us to understand and provide our current customer with the best deals) and proceed all moving home requests. This position is part of Hyperoptic's Sales department, which means that we are very target motivated (both individual and team targets) and we praise our agents for their achievements on a monthly basis.

What will you be doing?

• Receive inbound and outbound renewal, retention, and moving home calls and queries.
• Answer and convert the email enquirers and voicemails within the agreed SLA.
• Negotiating upsell with existing customers.
• Engaging unto preventing customers from leaving Hyperoptic.
• Contributing to high level of customer satisfaction.
• Reference: Zccthx8rGhXMQB6CA-YHGB1lLy1eaFPSxl0LMYyGDmA.

What are we looking for?

• Experience in explaining a service or product to customers.
• Ability to work in a competitive environment with a lot of opportunities to achieve great results and contribute to the company's overall success.
• Experience in communicating to customers over the telephone.
• High sales drive for a target driven role.
• Excellent written and spoken English language skills.
• Focus on product value as well as maintaining and improving high customer satisfaction level.

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!   

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023.  We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022) 

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices.  Do you want to be a part of our next adventure? 

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles: 

• We work smarter, together
• We stay focused
• We strive for excellence

Some of our key Benefits

• Competitive salary
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Partnership with SOS Childrens Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply.
2. We carefully review your application.
3. We'll get back to you — even if it's a no (for now).