Retentions Advisor

ATM Group is expanding our customer operations, and we're looking for confident, customer-focused Retentions Advisors to join our growing team.

This is an exciting opportunity for individuals who enjoy engaging with customers, understanding their needs, overcoming objections, and finding solutions that encourage customers to stay.

As a Retentions Advisor, you'll play an important role in protecting customer relationships, reducing cancellations, and delivering positive outcomes for both the customer and the business.

What You'll Be Doing

As a Retentions Advisor , you'll engage with customers who are considering cancelling or changing their service. Your role will be to understand their reasons, identify the best possible solution, and confidently demonstrate the value of remaining a customer.

Your responsibilities will include:

• Handling customer retention and cancellation enquiries professionally and confidently.
• Understanding the reasons customers are considering leaving and identifying opportunities to retain their business.
• Building rapport quickly through active listening, empathy, and effective questioning.
• Using strong negotiation, persuasion, and objection-handling techniques.
• Presenting relevant retention offers and solutions based on individual customer needs.
• Clearly communicating the value and benefits of products and services.
• Identifying opportunities to resolve customer concerns before they result in cancellation.
• Taking ownership of challenging customer conversations and working towards positive outcomes.
• Balancing customer needs with commercial objectives.
• Accurately updating customer accounts and recording outcomes across multiple systems.
• Following company processes, compliance requirements, and quality standards.
• Achieving individual and team retention, quality, productivity, and customer experience targets .
• Working closely with your Team Leader and colleagues to continuously improve performance.
• Contributing to a positive, supportive, and high-performing team culture.

What We're Looking For

We're looking for individuals who are confident communicators, commercially aware, resilient, and comfortable having challenging customer conversations.

You should enjoy understanding what motivates customers and finding solutions that encourage them to remain with the business.

Essential Requirements

• Previous experience in customer retention, sales, customer service, or a contact centre environment .
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and objection-handling abilities.
• Confidence discussing cancellations and working to retain customers.
• Ability to build rapport and establish trust quickly.
• Strong questioning and active-listening skills.
• Ability to remain calm and professional during challenging conversations.
• Strong problem-solving and decision-making skills.
• Good computer literacy with the ability to navigate multiple systems.
• Comfortable working towards retention and performance targets .
• Resilient, positive, and motivated by achieving results.
• Ability to work effectively in a fast-paced, target-driven environment.

Advantageous

• Previous experience in a dedicated retentions, cancellations, loyalty, or save-team environment .
• Contact centre or BPO experience.
• Experience working towards retention, conversion, quality, or customer experience KPIs.
• Experience using CRM or customer management systems.
• Previous sales or commercially focused customer service experience.

What Makes You Successful

You'll be someone who:

• Enjoys turning difficult customer conversations into positive outcomes.
• Is confident asking questions and understanding the real reason behind a customer's decision to leave.
• Builds trust and rapport quickly.
• Can influence customers without being overly pushy.
• Handles objections confidently and professionally.
• Thinks commercially while keeping the customer experience at the centre of the conversation.
• Takes ownership and follows customer enquiries through to resolution.
• Remains resilient when customers choose not to stay.
• Is motivated by achieving retention and performance targets.
• Thrives in a fast-paced, customer-focused environment.
• Works collaboratively and contributes positively to team performance.

Working Hours

This role operates on a rotational shift basis (5 days on, 2 days off).

Operating Hours:

• Monday to Friday: 09:30 – 20:30
• Saturday: 08:45 – 17:00
• Sunday: 10:00 – 17:00

Weekend and public holiday shifts form part of the roster.

Why Join ATM Group?

At ATM Group, we believe our people are our greatest asset. We provide an environment where you'll be supported to develop your skills, grow your career, and make a measurable impact on our customers and business.

We provide:

• Comprehensive onboarding and training.
• Ongoing coaching and development.
• Career progression opportunities.
• A collaborative and supportive team culture.
• The opportunity to work with globally recognised brands.
• Exposure to a fast-paced, international BPO environment.