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- Tasks: Manage customer relationships and ensure exceptional service for 30-60 business clients.
- Company: Join a dynamic team focused on delivering top-notch customer experiences in the telecoms industry.
- Benefits: Enjoy 21 days holiday, birthday off, childcare vouchers, and gym discounts.
- Why this job: Be part of a fun environment while making a real impact on customer satisfaction.
- Qualifications: 5+ years in customer service or account management, with strong telecoms expertise.
- Other info: Full training and ongoing personal development opportunities available.
The predicted salary is between 28000 - 38000 £ per year.
Location: Hemel Hempstead
Salary: £28,000 - £38,000 + Bonus
Hours: Monday - Friday, 9am - 5.30pm
You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish and sustain strong relationships. Identify upsell opportunities and maximise customer retention, through office-based support.
You will be responsible for managing all aspects of the customer experience for a base of circa 30-60 business customers, billing over £1,000 per month.
Key Tasks:- Build strong relationship with key contacts of all customers within allocated customer base.
- Recognise and maximise upon upsell opportunities, working to ensure every Diamond customer utilises all SCG services and products.
- Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn.
- Effectively manage all incoming communication from customers and respond within timely manner.
- Proactively manage base to ensure customers expectations are exceeded.
- Provide mentorship to junior members of team.
- 5+ years Customer service, Account management or Sales experience.
- Strong expertise in telecoms industry.
- Excellent verbal and written communication skills.
- A proactive, positive (win-win) attitude.
- Ability to recognise and pursue a sales opportunity.
- Office 365 knowledge expertise.
- Proactive approach and ability to bring new ideas to the team.
- Ability to forge lasting relationships with customers and partners.
- Good time management skills and ability to prioritise workload.
- Mentorship skills, able to coach junior members of team.
- 21 Days holiday rising to 25 after 5 years of service.
- Birthday off.
- Childcare vouchers.
- Employee mobile package.
- Holiday Purchase scheme.
- Reduced gym membership.
- Retail discounts.
- A competitive salary and bonus structure.
- Full training.
- Ongoing personal development.
- A busy and fun working environment.
Senior Customer Experience Account Manager in Hemel Hempstead employer: SCG Together
Contact Detail:
SCG Together Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Account Manager in Hemel Hempstead
✨Tip Number 1
Familiarise yourself with the telecoms industry, as strong expertise in this area is crucial for the role. Stay updated on the latest trends and technologies to demonstrate your knowledge during interviews.
✨Tip Number 2
Prepare examples of how you've successfully built and maintained customer relationships in previous roles. Highlight specific instances where you identified upsell opportunities or improved customer retention.
✨Tip Number 3
Showcase your mentorship skills by discussing any experience you have in coaching or guiding junior team members. This will demonstrate your leadership potential and ability to contribute to team development.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since excellent communication is key in this role, consider role-playing scenarios or preparing responses to common customer queries to boost your confidence.
We think you need these skills to ace Senior Customer Experience Account Manager in Hemel Hempstead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, account management, and sales, particularly within the telecoms industry. Use specific examples to demonstrate your ability to build relationships and manage customer expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your proactive approach. Mention how your skills align with the job requirements, especially your ability to identify upsell opportunities and maintain high customer retention rates.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples of how you've effectively managed customer communications in the past. This could include handling inquiries, resolving issues, or mentoring team members.
Showcase Your Proactive Attitude: In your application, emphasise your proactive approach and ability to bring new ideas to the team. Share instances where you took the initiative to improve customer experiences or contributed positively to your previous workplace.
How to prepare for a job interview at SCG Together
✨Showcase Your Relationship-Building Skills
As a Senior Customer Experience Account Manager, your ability to build strong relationships is crucial. Prepare examples of how you've successfully managed client relationships in the past, focusing on specific outcomes and customer satisfaction.
✨Demonstrate Your Sales Acumen
Be ready to discuss your experience with upselling and maximising customer retention. Think of instances where you identified sales opportunities and how you approached them, as this will highlight your proactive attitude.
✨Communicate Clearly and Effectively
Excellent verbal and written communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, and be prepared to answer questions about how you handle customer communications and feedback.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and customer management skills. Think through potential challenges you might face in the role and how you would address them, showcasing your proactive approach.
