Customer Experience Account Manager

Customer Experience Account Manager

Location: Hemel Hempstead

Salary: £26,000 – £28,000 + Bonus

Hours: Monday Friday, 9am 5.30pm

We are recruiting for candidates with a customer service or account management background to come on board and join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager.

You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity 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 150-200 business customers, billing over £50,000 per month.

Key Tasks:

• Support your customer base, managing and exceeding their expectations.

• Identify and create opportunities that benefit your customers

• Performing account reviews

• Ensure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate

• Handle both incoming and outgoing customer sales and service calls

• Create and manage cases in Dynamics CRM

• Work through call alerts, and check for signs of fraud

• Develop a good product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP. ITaaS and Cyber

• Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved

• Handle general billing queries

• Understand & pre-empt competitor threats

• Use company reporting mechanisms to prioritise your daily/weekly actions

• Handle customer feedback and complaints both on the phone and in writing

• Assist other departments to resolve customer-based challenges

Skills & Experience:

• Customer service, Account management or Sales experience.

• Excellent communication skills.

• A proactive, positive (win-win) attitude.

• Ability to recognise and pursue a sales opportunity

• Office 365 knowledge competency

• 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.

Benefits:

• 21 Days holiday rising to 25 after 5 years of service

• Birthday off

• Childcare vouchers

• Employee mobile package

• Holiday Purchase scheme

We Offer:

• A competitive salary and bonus structure

• Full training

• Ongoing personal development

• A busy, fun working environment

SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

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