Retentions Manager – Broadband Contact Centre

About the role

We are looking for a Retentions Manager to lead a busy broadband contact centre team. You will coach and develop advisors to improve saves, renewals, call quality and overall customer outcomes while working in a target‑driven environment.

Key responsibilities

• Lead Retention Advisors to meet save rate, renewal, productivity and quality targets.
• Provide regular coaching and feedback on objection handling, negotiation and confidence.
• Review calls to ensure every retention opportunity is explored.
• Support advisors with cancellation, renewal, package change, home‑move and switching conversations.
• Manage outbound campaigns such as end‑of‑contract renewal calls and direct‑debit cancellations.
• Apply commercial awareness to protect value, reduce churn and use offers, discounts and credits appropriately.
• Escalate and handle complex customer cases and retention scenarios.
• Maintain accurate notes and collaborate with Customer Service, Sales, Insight and Operations teams.

Required profile

• Proven experience managing a retention or contact‑centre team (e.g., Retentions Team Manager, Contact Centre Manager).
• Strong coaching and performance‑management skills.
• Ability to work 100% onsite in Altrincham, Monday‑Friday with occasional Saturday shifts.
• Commercially minded with a focus on reducing churn.

Required skills

What we offer

• Salary £32,000 base + £5,000 OTE.
• Benefits package.
• Full‑time permanent contract.
• Career development in a dynamic broadband environment.