Job Description
Job Title: Retentions & Provisioning Advisor
Location: Midlands (Droitwich)
Job Type: Full-Time (40 hours per week) (Hybrid)
Salary: £26,780 Per Anuum
Job Summary:
The Retentions & Provisioning Advisor is responsible for two critical functions:
Customer Retentions: Managing renewals and retention activities for business and residential customers to maximize customer loyalty and revenue.
Service Provisioning: Coordinating the end-to-end provisioning and operational delivery of telecom and broadband services, including mobile connectivity, broadband, VOIP, and associated hardware. This role ensures customer queries and service orders are handled promptly, professionally, and in line with SLAs, while maintaining high standards of communication, documentation, and compliance.
Responsibilities
Retention Activities:
- Negotiate renewal and upgrade offers with existing customers.
- Proactively contact customers via phone and email to provide updates and resolve queries.
- Upgrading current mid contract customers and upselling additional value added services.
- Handle complaints within SLA, ensuring timely and professional resolution.
- Maintain accurate CRM records (Salesforce) and log all interactions.
- Build strong internal relationships to ensure customer expectations are met.
Provisioning Activities:
- Coordinate full lifecycle of service provisioning (order placement, activation, changes, decommissioning) for mobile, broadband, and VOIP services.
- Input customer orders into internal portals (e.g., DWS Portal VOIP).
- Manage logistics and inventory for routers, SIMs, and networking equipment.
- Liaise with customers, internal teams, and suppliers to resolve provisioning issues.
- Maintain detailed service records and update systems with real-time order status.
- Monitor delivery timelines against SLAs and escalate delays promptly.
- Support continuous improvement by identifying process gaps and recommending enhancements.
- Ensure compliance with company policies, data protection, and industry standards
Key Skills
Customer Service & Sales: Previous experience in telephone-based customer service and sales negotiation. Technical Knowledge: Understanding of telecom and broadband technologies (FTTP, SoGEA, FWA, VOIP), number porting, SIM management, and service migrations. Systems & Tools: Proficiency in CRM systems (Salesforce), order management platforms, and ticketing tools. Administrative Skills: Strong Excel and reporting skills for tracking orders and performance metrics. Problem-Solving: Ability to troubleshoot provisioning or activation issues logically and efficiently. Communication: Effective written and verbal communication for liaising with customers and internal teams. Organisational Skills: Strong organisational skills and attention to detail. Confidentiality: Good understanding of GDPR and confidentiality
Essential
- Previous Customer Service experience
- Ability to deliver solutions focussed Customer Service
- Confident in sales techniques and understanding customer needs
- Able to use negotiation skills to achieve mutually beneficial outcomes
Desirable
- Salesforce experience/certificate
- Technical knowledge of telecom provisioning processes advantageous
Airband Benefits
• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus - a thank you for every customer you send our way.
• We offer hybrid working – a mix of working from home and in the office.
• Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
• Refer a friend reward scheme
Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.
Recruitment agency support is not required at this time.
