Based in Manchester, Carolyn will manage Unicom’s advisors responsible for investigating why customers wish to leave Unicom.
Featherstone said “Retention is all about understanding people and I enjoy a challenge. Having not worked in the telecoms industry previously, this position brings both personal and professional challenges. A Retention team requires an adaptable approach and the ability to know not just when, but how to use the tools effectively. Any business with no effective way of retaining customers is a bit like a tyre with a slow puncture, eventually it will bring everything to a standstill.
“I am looking forward to utilising my skills to help an already highly skilled team of people achieve and maintain their maximum potential and to add value to the customer retention experience by providing support and guidance at all levels of the process.” concluded Featherstone, who has 15 years experience spanning Field Sales, Sales and Retentions and Compliance Officer, most recently worked in the Financial Services Industry.”
Chris Earle, Operations Director at Unicom, added: “Carolyn’s appointment will help us focus on continuing to retain our customers. We already have an excellent retention rate, with customers staying with Unicom, on average, for 8 years. In bringing a wealth of management experience to her role she has already made a fantastic impact within the team. Her fresh input will ensure the team performs as efficiently as possible.”