Upgrades and Retentions Executive

Company Overview

We are a rapidly expanding and award winning business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. We offer broadband speeds of up to 2000Mbps, Wi-Fi 7 technology, exceptional customer service, and competitive prices.

The Role

As a Customer Retention & Upgrades Executive, you will be responsible for retaining existing customers, securing contract renewals and identifying relevant upgrade and add-on opportunities across Connect Fibre’s product range.

You will speak to customers who are approaching the end of their contract, considering cancellation, reviewing competitor offers or looking to change their service. Your role is to understand the real reason behind their enquiry, provide clear and accurate information, and recommend the most suitable outcome for both the customer and Connect Fibre.

This is a commercially focused role, not a script-led customer-service position. You will need to be confident discussing price, value, products and competitor comparisons, while always delivering a high-quality and compliant customer experience.

You will also support retention activity linked to One Touch Switch (OTS). This includes understanding the customer switching journey, managing switch-related conversations appropriately, identifying suitable retention opportunities and ensuring customers receive accurate information about their service, contract status and available options.

Success in this role looks like delivering strong retention, renewal, upgrade and customer-experience outcomes

What you’ll do

- Speak with existing customers by phone, email and digital channels to discuss renewals, upgrades and retention options.

- Understand why customers may be considering leaving and offer suitable solutions within agreed guidelines.

- Recommend relevant broadband packages and add-ons, including Mesh Wi-Fi, TV and Mobile SIMs.

- Handle customer questions about contracts, pricing, and One Touch Switch processes.

- Keep customer records accurate and up to date in HubSpot.

- Work towards individual targets covering renewals, retention, productivity, quality and value.

- Work closely with colleagues across Sales, Customer Service and Operations to deliver a smooth customer journey.

What we’re looking for

- At least one year experience in a retention/upgrade role within telecommunications/utilities/subscription businesses.

- Comfortable speaking with customers who are considering cancellation or moving to a competitor.

- Strong communication, listening and objection-handling skills.

- Able to discuss pricing, contracts and product options clearly and confidently.

- A customer-first approach, with the confidence to recommend the right solution.

- Organised, reliable and comfortable managing multiple customer conversations and follow-ups.

- Familiar with CRM systems; HubSpot experience would be an advantage.

- Experience of One Touch Switch, broadband switching or cancellation processes would be useful, but is not essential.

- Comfortable working in a remote, target-driven environment.

- Available to work occasional weekend shifts as part of a rota.

The Rewards

- £26,000 + Uncapped Commission (OTE £40,000)

- 25 days holiday plus Bank Holidays plus Birthday Off

- Company Pension Scheme

- Private Medical and Dental Package

- £1500 Employee Referral Scheme

- Family Friendly Support Package

Connect Fibre offers excellent team and business building opportunities. Please see www.connectfibre.co.uk for more information on our exciting new business!

Interested applicants should, in the first instance, send an up-to-date CV to: Paul Blunt at Connect Fibre paul.blunt@connectfibre.co.uk. All applications will remain strictly confidential.