Homemoves and Retentions Advisor
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Job Description
Homemoves and Retentions Advisor supporting UW’s all-in-one energy, broadband, mobile, and insurance customers. Handling inbound calls, service transfers, cancellations, and retention sales.
Responsibilities:
- Manage inbound calls from existing UW customers moving out and looking to close accounts or transfer services
- Handle landlord requests to close UW accounts due to new tenants or a sold property
- Assist new occupiers moving into UW-supplied properties
- Process existing customer requests to cancel services or close accounts
- Meet call-handling KPIs, including a minimum of 5 calls per hour and 90% adherence
- Achieve sales targets such as New Occupier Move In and Retention conversion percentages
- Complete outstanding tasks and call-backs
- Attend training and upskilling sessions
- Participate in team huddles
- Offer appropriate products based on active listening and understanding customer needs
Requirements:
- People-oriented with great sales and service skills
- Active listening and understanding of customer needs
- Resilient and persuasive
- 'Can do' attitude and motivation to improve yourself
- Able to meet targets
- Excellent relationship-building skills
- Ability to work 38.5 hours across Monday to Saturdays, including roughly 1 in 2 or 1 in 3 Saturdays
- Successful candidates subject to a background check
Benefits:
- Annual performance based bonus
- 33 days holiday inclusive of Bank Holidays
- A full induction and equipment provided with all costs covered by UW
- Discount on our services
- A matched contribution pension scheme
- Life assurance up to 4x your salary
- Employee Assistance Programme including free counselling and legal advice
- Free virtual GP service
- Discounts on healthcare and medical cash plans
- Enhanced family-friendly policies
- Lots of opportunities to have fun with your team throughout the year, virtually and in person
- Belonging groups
- Ongoing learning, development and training
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