Team Member - Sales Retention, TNT Sports

Job Description

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, ''the stuff dreams are made of,'' we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role...

We have an exciting opportunity in our Sales Retention team. In this role you will ensure every Commercial Sport customer (both independent and group) receives an excellent level of service from the time their order is placed or their contract initiated from early life through to In Life, including billing, debt recovery, technical support, complaint resolution and general account enquiries for the Commercial venues product portfolio.

You will be a subject matter expert and single point of contact for the after sales E2E customer journey, taking responsibility and ownership in resolving all Commercial Sport portfolio related complaints, liaising with relevant WBD lines of business, and always putting the customer first to deliver a positive outcome via both inbound and outbound interactions. You will deal with the set-up of Direct Debits, adjustments and waivers, debt management, and technical enquiries relating to viewing cards, picture quality, channel outages and impacts from MGT & Sky.

Your Role Accountabilities...
• Take personal ownership of all customer interactions both on-line and offline.
• Resolve complaints relating to Commercial TNT Sports portfolio at 1st point of contact
• Listen, engage and communicate appropriately with our customers in all interactions ensuring interactions with customers and colleagues are respectful and courteous and represent WBD in a professional way.
• Retain custom and maximise revenue promoting the benefits of Commercial TNT Sports to Commercial premises and utilising appropriate save tools.
• Promote the preferred method of payment as DD for Commercial TNT Sports bills.
• Support and trust colleagues through virtual team working across the business to make sure our customer service delivery is excellent.
• Understand and adhere to processes, systems and best practice guidelines, and share best practice and knowledge working towards common operational goals.
• Flag barriers getting in the way of doing a great job for our customers to Commercial Sport Management.

Qualifications and Experience...
• Previous customer service experience, ideally in a service centre environment.
• Excellent numeracy and literacy combined with sound attention to detail - written and verbal communication with internal and external customers and suppliers is essential.
• Experience of taking ownership of problems to quickly fix them whilst keeping our customers fully up to date with progress, looking to resolve all customer issues within a single contact to get it right first time.

Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-ro7p06-18-117-157-139-42 in your application.