Customer Experience Advisor – Telesales

About the role

We are seeking an experienced Customer Experience Advisor to join our Customer Promotion & Retentions team in Horsham. You will use your proven telesales expertise to engage new and existing customers, protect contracts and drive upsell opportunities across our telecom and utility services.

Key responsibilities

• Call newly onboarded customers to confirm setup and identify value‑adding offers such as tech support, upgraded routers, priority installs or energy deals.
• Intercept cancellation requests and convert them into retained contracts or additional sales.
• Assist customers during moves, handling contract changes, fee recalculations and ensuring seamless service continuity.
• Own personal sales targets and performance metrics, delivering results in a fast‑paced environment.

Required profile

• Demonstrable experience in telesales, retention or customer promotion within telecoms, broadband, utilities, insurance or similar subscription‑based sectors.
• Track record of successful upselling or cross‑selling over the phone.
• Proven ability to save at‑risk accounts and meet KPI targets under pressure.
• Comfortable working with a CRM system and managing your own pipeline.

Required skills

• CRM

What we offer

• Competitive base salary plus uncapped commission (OTE £45k+).
• 25–30 days holiday, birthday day off, and additional benefits such as pension, discounts and referral bonuses.
• Opportunities for progression across a growing group of brands.
• Energetic office culture with regular social events.