Retentions Team Lead
Employer: FullFibre
Location: Home worker (remote)
Salary: Base salary up to £32,000
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Values are extremely important to our culture and success at FullFibre...
We are Customer Centric. Our customers are at the centre of everything we do. We value, serve, and support our customers with care and dedication.
We are Collaborative. We prioritise effective communication, cooperation, and collaboration. We work as one team and celebrate our shared success.
We are Proud. Proud of the work we do and how we do it; with integrity, pride, confidence, and respect
We are Agile. We embrace change. We are innovative, forward thinking and adapt quickly to fast-moving situations and opportunities. We are continuously improving.
As our Retentions Team Lead you will responsible for both supporting a team of retention advisors and handling customer retention calls.
The Retentions Team Lead plays a key part in reducing churn, protecting revenue, and setting the standard for effective retention conversations and supporting the team.
Job requirements
Skills & Experience required to do this role..
Experience in a customer-facing retention, sales, or contact centre role
Previous experience coaching or supporting others (formal line management experience desirable but not essential)
Strong objection handling, negotiation, and influencing skills
Commercially aware with a customer-first mindset
Confident communicator and positive role model
Highly organised with good time management
Adaptable and comfortable switching between calls and coaching
Passionate about customer experience and team development
Experience working in a telecoms or broadband environment
Knowledge of FTTP products and UK broadband market competitors
Proven ability to exceed retention or sales targets
Familiarity with CRM systems and contact centre tools
Previous experience supporting or mentoring colleagues
Job responsibilities
Your key responsibilities as Retentions Team Lead will be...
Handle inbound and outbound retention calls during peak periods, absence cover, or when required by operational demand.
Act as a role model by consistently demonstrating excellent retention conversations, objection handling, and value-based selling.
Maintain strong product, pricing, and policy knowledge to support both customers and advisors.
Provide day-to-day support and guidance to a team of retention advisors.
Track and manage day-to-day KPIs including churn, save rate, quality, and customer satisfaction.
Deliver coaching through call listening where required.
Job benefits
Base salary up to £32,000, dependant on qualifications/experience.
Annual Leave - 25 days’ paid holiday plus bank/public holidays
A day off for your birthday
Pension (auto enrolment)
Life assurance
Health cash plan or medical cover
Working with us, you will learn new skills on the job, diversify your abilities and enjoy building a new future for the UK’s broadband network, one town at a time, and have a great time.
FullFibre provides you with the flexibility to work in a way that will help you grow and develop. As well as having clear responsibilities, you will get extensive training to help you develop, and you will be building a legacy here as we build the Full Fibre broadband network of the future
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