Are you a customer-focused individual with a passion for delivering exceptional service? Do you thrive in fast-paced environments and enjoy building strong relationships with customers? If so, we have an exciting opportunity for you to join arenaflex as a Customer Retention Advisor.
At arenaflex, we believe that everyone deserves great internet, and we're on a mission to provide lightning-fast, reliable broadband that reaches the places other providers leave behind. Our team is full of inspiring people who share our vision, and we're looking for a Customer Retention Advisor to engage with at-risk customers to understand and resolve concerns.
As a Customer Retention Advisor at arenaflex, you'll play a critical role in helping us achieve our mission. You'll be responsible for proactively engaging with at-risk customers to understand their concerns, resolve objections, and offer tailored solutions that drive retention. You'll also manage cancellations, terminations, and MAC (move, add, change) requests, ensuring a smooth and customer-focused process.
**Key Responsibilities:**
* Proactively engage with at-risk customers to understand their concerns, resolve objections, and offer tailored solutions that drive retention
* Manage cancellations, terminations, and MAC (move, add, change) requests, ensuring a smooth and customer-focused process
* Collaborate with internal teams to resolve issues quickly and deliver a consistent, high-quality service experience
* Communicate product benefits clearly, helping customers see the value in staying—and feel confident in their choice
* Maintain accurate CRM records and act as a customer advocate, always looking for ways to improve satisfaction and prevent future issues
**Why You'll Love This Role:**
* You'll have the opportunity to work with a talented team of customer-focused individuals who share your passion for delivering exceptional service
* You'll be responsible for making a real difference in customers' lives by helping them get the most out of their service
* You'll have the chance to develop your skills and knowledge in a fast-paced and dynamic environment
* You'll be part of a company that values its employees and offers a range of benefits and perks
**Why You'll Be Great in This Role:**
* You're customer-focused—balancing empathy with business goals to create win-win outcomes
* You stay calm under pressure and thrive in challenging, fast-paced environments
* You're a natural relationship builder who earns trust quickly and maintains it over time
* You're detail-oriented, organized, and comfortable using CRM tools to manage your workflow
* You're proactive, resourceful, and always one step ahead when it comes to solving customer issues
* Telecoms, broadband, or subscription service experience is a bonus—but not essential if you're eager to learn
**The Benefits:**
* Pension – 5% employer / 5% employee contribution
* WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts
* 25 days annual leave + bank holidays, your birthday, house move and wedding day off
* High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
* Free Parking on site
* Regular ‘Lunch & Learns’ and companywide ‘Elevenses’ meets to discuss company direction
* Social Events – Summer and Christmas parties etc.
* Thank Q Awards – Monthly £50 winner, yearly £500 winner
* ...and more
**What We're Looking For:**
* A customer-focused individual with a passion for delivering exceptional service
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong problem-solving and analytical skills
* Ability to work collaboratively as part of a team
* Basic knowledge of CRM systems and software
**How to Apply:**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Note:** Unfortunately, we can't offer visa sponsorship.