Retention Team Advisor

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.

About the role:

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.

Job title:

Retention Team Advisor

Job Description:

Key Responsibilities:

• Act as an advocate for the BBC.
• Ability to understand and spot themes within the conversations you have, and feedback where appropriate.
• Process and update customer information to maintain accurate customer data at all times.
• Remain compliant in line with The Data Protection Act (1998).
• Being the ‘Customer Champion’, you will challenge existing processes and systems that may help to improve the business.

Key Requirements (About you)

• As an advocate for the BBC, you will hold a current TV Licence.
• Ability to work in a fast-paced environment, where no two calls are the same.
• You are an amazing communicator, able to adapt your approach to different people and have a conversation with anyone.
• Working towards targets and achieving objectives is one of your passions
• Ability to handle and overcome customer objections.
• Self-awareness to identify own development needs and the desire to continually improve both self and the team.
• A minimum of 12 months previous experience within an outbound collections, retentions or contact centre environments is essential

About Capita TV Licensing:

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.

What’s in it for you:

• A competitive basic salary of £24,484.20 pa
• £2600 pa bonus payment
• 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

Unlock Your Potential with Capita

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.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued
 

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
 

Equal Opportunities

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

 

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.
 

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you. 

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent