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Customer Retentions Advisor, Swansea

Req ID#:  250868

Swansea, Agent Opening, GB

Customer Retentions Advisor, Swansea

Customer Service

About Us

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Job Summary

Our call centre agents take inbound calls and have multiple targets and goals to achieve each day. Customers will rely on you to answer their questions, address their concerns, and help them with a particular product or service. When a customer calls to break up with us, you'll go out of your way to make things right. We need you to be the voice of the brand!

Primary Job Responsibilities

Answer incoming calls, offering the best sales and customer service to ensure our customer’s needs are met.

  • Be the face of the business and offer a memorable experience for all the right reasons.
  • Go above and beyond, showing empathy, understanding and compassion when our customers need our assistance.
  • Offer a tailored approach to each individual, listening to the customers’ needs and offering them a package which suits their daily lifestyle
  • Be part of a close knit team with individual targets. You will be working towards several KPI’s and metrics to achieve the best results and a generous commission.

What's In It For You?

We love to reward our people for doing a great job. You’ll find some of the benefits our employees get below:

  • Opportunity to earn £21,000 - £25,000 per annum (based on weekly salary and monthly commission for great performance) 
  • £300 new employee bonus (subject to qualifying period and terms)
  • 40 hours per week on a rotational shift pattern
  • 08:00-21:00 Monday-Friday, 08:00-18:00 Saturday-Sunday
  • Up to 70% off Virgin Media 02 services for you and great deals for your friends and family
  • Lucrative Refer-A-Friend bonus scheme
  • Amazing additional incentives potentially worth over £3k per year
  • 20 days holidays plus bank holidays
  • Option to work from home following the training period
  • Casual dress code
  • Free onsite parking
  • Corporate discounts available – gyms (LC2), restaurants and more
  • Eye care vouchers
  • Pension scheme

Who We're Looking For

You don’t need technical knowledge as our in-depth training programme will get you up to speed. To succeed in this role, you’ll need to have a buzz for hitting targets and provide a good experience even under difficult circumstances. You’ll also need:

  • To be highly motivated, resilient and thrive on outperforming targets
  • We want people who are responsible, reliable, punctual and fun
  • To have great communication and listening skills along with the ability to demonstrate Sitel and Virgin Media 02’s purpose and values

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.  

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.  

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group. 

Data Notice

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Customer Retentions Advisor, Swansea


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