Offboarding Specialist

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business.

We are dedicated to fulfilling our promise to make your business thrive!

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.

Your Responsibilities:

• 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 customer 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:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [email protected] 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.