Job Description

About Wessex Internet

Wessex Internet is a dynamic and rapidly expanding Internet Provider revolutionising full fibre broadband deployment in the South West's rural areas. We are committed to delivering lightning-fast broadband to thousands of countryside homes by designing, building, and managing our own cutting-edge FTTP network.



Proud recipients of multiple awards including Overall Fibre Provider of the Year 2023, Wessex Internet has doubled in size over the past 18 months. Our rapid growth hasn't compromised our customer-first approach--we continue to prioritise excellent service and invest in staff development. This dedication earned us a finalist spot in the Best Company to Work for at the 2023 UK Fibre Awards.



As we grow, we're looking for motivated and passionate individuals to join our friendly and forward-thinking team. At Wessex Internet, your contribution will be valued, and you'll have real opportunities for professional and personal growth. If you're excited by the idea of transforming the broadband experience for rural communities and want to be part of an award-winning team, Wessex Internet is the place for you!

The Role:

We are thrilled to offer a

Renewals Executive

position. We're looking for a positive, proactive individual with a passion for delivering exceptional customer experiences. This role will sit within our Sales team and will be vital in managing our existing customer base--maximising retention, ensuring a smooth renewal process, and supporting customer satisfaction.



You'll be responsible for identifying renewal opportunities, engaging customers ahead of contract expiry, and ensuring that our valued users continue to enjoy our services. You'll also act as the first point of contact for upgrades & downgrades at contract renewal stage, contract changes during term, price increases, and special promotions. Additionally, you'll proactively reach out to customers approaching or exceeding their data limit, recommending more suitable packages where applicable--turning a challenge into an upsell opportunity.



Strong communication, attention to detail, and a problem-solving attitude are key. If you enjoy building relationships, working collaboratively across departments, and have a customer-first mindset, this could be the perfect role for you.

Key Responsibilities:

Manage the end-to-end renewal process for existing customers, ensuring a smooth and seamless experience. Proactively identify upcoming contract expirations and initiate timely communication with customers to discuss renewal options and upgrades. Maximise customer retention by understanding customer needs, addressing concerns, and promoting loyalty through personalised support. Serve as the first point of contact for any changes at renewal stage, including upgrades and adjustments to contract terms. Monitor customer usage and proactively contact those approaching or exceeding their data limits to recommend more suitable packages. Identify and capitalise on upselling opportunities by matching customer needs to service offerings. Collaborate with internal departments such as Customer Support, Technical Support, and Billing to ensure cohesive service delivery. Handle incoming queries from existing customers, providing high-quality assistance and problem resolution. Meet and exceed retention and customer satisfaction targets, contributing to the overall success of the Sales team. Stay informed about product offerings, service changes, and industry trends to provide customers with relevant and up-to-date information.

Essential Skills:

Customer Service-

Having a friendly and engaging personality, someone who takes pride in delivering exceptional customer service.

Excellent communication skills

- Confident speaking to customers for long periods on the phone. Has excellent written communication skills over emails.

Highly organised

- You can manage multiple tasks, juggle competing priorities, and meet deadlines without compromising on quality.

Problem-solving mindset

- You're comfortable dealing with customer queries, taking ownership of issues and resolving them efficiently and professionally.

Adaptability

- You remain calm and productive in fast-paced, dynamic environments and are quick to adapt to change.

Target-driven

- You're motivated by achieving goals and KPIs, with a strong commitment to customer satisfaction.

Confident communicator

- You're comfortable with outbound calling, re-engaging customers, and applying effective retention strategies.

Preferred Skills (Desired but not essential).

Previous experience working in retention, renewal, customer support or sales would be advantageous. CRM knowledge- Familiarity with CRM systems (Sales force) advantageous. Telecoms experience- Previous telecoms / utilities experience with knowledge of internet services is beneficial. Proficient in Microsoft Office (Outlook, Word, Excel) An understanding or appreciation of rural communities and their broadband needs



Full training will be provided with an extensive onboarding process.

Benefits

25 days of annual leave The option to buy or sell an additional 5 days holiday Enhanced Family Pay Private Medical Insurance Life Assurance Income Protection Cycle to Work Scheme Tech Scheme Opportunities to progress your career - we're a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we'll help you reach your potential Regular social events 75% discount to Wessex Internet package
Find out what it's really like to work at Wessex Internet from some of our team by visiting https://www.wessexinternet.com/careers/ and watch our short video https://youtu.be/5U1j7GzB3Cc

Apply now

for an exciting opportunity to join a supportive team where you will feel appreciated and empowered to make a difference.

Interview process

will include a telephone interview followed by a face-to-face meeting.

Salary:

25,500 - 27,500 per annum (depending on experience). +Bonus

Role Type:

Full Time/Permanent

Hours:

40 hours per week, Monday to Friday (Saturday working 10-4)

Location:

Office based near Blandford Forum, Dorset