Experienced Customer Retention Advisor – arenaflex Store

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. Apply for this job