We currently have several new exciting opportunities available to join our Television Licence Retentions Team as a Retentions Advisor.
This is a specialist role where you will be questioning the customer to find out about their viewing habits and providing advice to them on their licensing requirements. You will also be expected to contribute towards shaping the future approach of the team by sharing ideas and opinions based on you experiences on the phone. A more detailed breakdown of the role and the expectations we have is provided in the job description below.
As a Retentions Advisor, you'll take a conversational retention approach, building trust and rapport with each customer through straightforward, open, and honest conversations, to get a real understanding of their viewing habits and needs for a TV Licence. You will identify why they are looking to cancel their TV Licence and make the appropriate recommendation and educate the customer on the requirements of a TV licence.
Most of the calls you handle will be from customers who want to cancel their existing licence.
The successful candidates will be rewarded with a £24,484.20 pa basic salary on a permanent full-time contract.
Also, as part of the role, a bonus payment of up to £2,600 per annum (if working part-time hours, the payment will be pro rata) that will be payable in four equal instalments at the end of each quarter, and is dependent upon achievement and adherence to a series of metrics that are key to achieving success of the trial, including attendance.
The role offers both office and home working options, with our assigned office location Darwen, Lancashire.
36.5 hours per week on rotational shifts between 08:30 & 18:30 Monday to Friday.
Retention Team Advisor
At Capita TV Licensing, we’re supporting the world’s oldest national broadcaster. We harness the latest technology so the BBC can continue to create high-quality, independent programmes that inform, educate, and entertain millions of people around the UK, and the world. Our teams visit four million addresses each year to check for license evaders, and they generate over £65 million of revenue, helping to fund the running of the BBC. Join us and discover better as you shape the future of public television.
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
🤝 Customer first, always🧑💻 Fearless innovation✅ Achieve together💙 Everyone is valued
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com
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Home-Based - GBR
United Kingdom
Full time
Permanent
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
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