Offboarding Specialist

Job Description

At Wavenet, the Offboarding Advisors play a pivotal role in our business success by engaging with customers who wish to cancel their services. Whether they are upgrading to new services, closing their business, or transitioning to another telecom provider, our offboarding team ensures a smooth process while striving to retain our valued customers.

• Manage Service Terminations: Handle cease requests from customers and internal departments with professionalism and care.
• Calculate Fees: Use our internal database to determine early termination fees and communicate contractual obligations to customers.
• Coordinate with Suppliers: Liaise with third-party providers to establish and finalise service termination dates.
• Service Cessation: Ensure services are terminated on agreed dates and advise the Billing Team to stop charges accordingly.
• Problem Resolution: Address and resolve queries related to service cessations via phone and email.
• Customer Retention: Collaborate with internal teams to explore opportunities for retaining customers.
• Document Management: Scan and digitise legacy documents while updating our contract database as services change.

What We’re Looking For:

• Customer Service
  
  Experience:
  
  Previous experience in a customer support role, preferably in a call centre.
• Positive Attitude: A strong customer focus and a “can-do” approach.
• Team Player: Willingness to collaborate with colleagues from diverse backgrounds and working styles.
• Communication
  
  Skills:
  
  Excellent written and verbal communication skills, with attention to detail.
• Technical Proficiency: Familiarity with Microsoft Office Suite and a basic understanding of web browsers and databases.
• Multi-tasking Ability: Capable of juggling multiple tasks efficiently while being a resource for your team.
• Organisational
  
  Skills:
  
  Highly organised with strong time management skills.
• Eagerness to Learn: A desire for personal growth and a willingness to go the extra mile.
• Reliability: A dependable and approachable team member.
• Desire for Impact: Previous experience in telecommunications or ISP support is a plus.

Here’s a closer look at what we offer:

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at  for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.