At a Glance
- Tasks: Build strong relationships and maximise customer satisfaction for a diverse business client base.
- Company: Join a dynamic team at a leading telecoms company focused on exceptional customer service.
- Benefits: Enjoy competitive salary, holiday perks, gym discounts, and ongoing personal development.
- Other info: Fun work environment with mentorship opportunities and a commitment to equality.
- Why this job: Make a real impact by enhancing customer experiences and driving business growth.
- Qualifications: 5+ years in customer service or account management with telecoms expertise.
The predicted salary is between 29700 - 36300 £ per year.
Location: Hemel Hempstead
Salary: From £28,000 (Depending on experience) + OTE
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.
Skills & Experience:
- 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.
Benefits:
- 21 Days Holiday increasing to 22 days after 3 years and to 25 days after 5 years.
- Birthday Day Off.
- Buy Holiday Scheme.
- Employee Assistance Programme.
- Enhanced Company Sick Pay.
- Discounted Retail Vouchers.
- Reduced Gym Membership.
- Annual Salary Review.
- SCG Mobile Benefit.
- Employee Referral Bonus.
- Pension Scheme.
- Free On-Site Parking.
- Charity Events.
We Offer:
- A competitive salary and bonus structure.
- Full training.
- Ongoing personal development.
- A busy and 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.
Senior Customer Experience Account Manager in Hemel Hempstead employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Account Manager in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Experience Account Manager in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
