Careers At HGS

Retentions Advisors

Job Code : HGS/11051

Job Description

Retention Advisor

Location: Work from Home


Salary: £9.90ph + generous commission

Contract Type: Permanent (Full-Time)

We have great opportunities for a number o Retention Advisors to be the part of our award-winning team. HGS is all about providing an excellent customer experience therefore we are looking for individuals who share our passion for providing a great experience!

As a Retention Advisor you’ll be the point of contact for our customers. You will help broadband customers with joining the business or trying to retain customers. 
Your objective is to listen to the customer requirements, or establish what the issue is by using a sales through service approach. Once identified, by using negotiation techniques and objection handling skills in addition to the save and retain tools provided, you will find the right match/alternative service for the customer.


In addition to retaining customers you will also upsell resign accounts wherever possible, in so doing, reduce customer churn. You will be given a comprehensive set of daily targets and objectives in line with Client’s company targets and you will be expected to uphold the clients core values at all times.

We will provide you with all the training and support in order for you to excel in your role.

You will be surrounded by colleagues who love what they do and encourage each other. The atmosphere in the contact centres is lively and fun – there’s always something fun to get involved in. With our training and support, there are lots of opportunities to grow a long term career.


We are looking for passionate individuals who will have:

  • Excellent listening skills and understanding of a good customer experience
  • Able to show empathy and build a relationship with our customers to deliver a first call resolution
  • Eager to learn and develop and continuously improve your skills/capability
  • Share your ideas and help your colleagues to improve overall customer experience
  • Be the brand ambassador for HGS and our clients
  • Genuine passion for Sales/Retention through customer service

What would make you successful in this role?

  • Being able to speak and ask questions to gain an understanding of our customer’s circumstances
  • Being able to make rational decisions, considering client’s guidelines to optimise customer satisfaction
  • Good computer literacy and being able to navigate around our systems to ensure all details are entered accurately
  • Handle customer calls in an efficient and effective manner
  • Ensuring all regulatory requirements are adhered to through training and compliance

Hours and Shift:

Generally our contact centres are open between 8am and 9pm. Shifts could be any time during these hours however, we will provide you with a rota 2 to 3 weeks in advance to enable you to create a perfect work life balance.

Benefits and Progression:

We’re committed to helping you develop a long and rewarding career with us. To ensure you have all the skills you need to succeed, we will provide you with excellent training and continuous support throughout your career at HGS.

· 20 Days holidays + Bank Holidays (increasing up to 30 days)

· Company pension scheme

· Employee referrals scheme £300 for each successful referral

· Onsite Gym

· Discounted canteen facility

· Yearly salary reviews

· Discount across high street retail and electronic stores through Perkbox including cinema discounts at Odeon, Vue, Cineworld and Picture House; discounted days out for places like Alton Towers, Merlin Theme Parks, Virgin Experience Days, Sea Life Centre and much more.


Due to the nature of the role, all successful applicants will undergo a reference check, DBS check, CIFAS and credit check as part of the new starter process.

Hinduja Global Solutions (HGS), is an award winning outsourcing company. We offer business process solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.