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- Tasks: Manage customer experiences and improve satisfaction across all touchpoints.
- Company: Babble is a leading UK cloud solutions provider focused on innovation and customer trust.
- Benefits: Enjoy a 9-day fortnight, hybrid working, and generous holiday allowance.
- Why this job: Join a dynamic team dedicated to enhancing customer journeys in a fast-paced environment.
- Qualifications: 5+ years in a relationship role with strong communication and organisational skills.
- Other info: Diversity is valued; we encourage applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Company Description
Who are Babble?
Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.
About Us / Leading UK Cloud Solutions Provider / Babble
Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.
Job Description
Join Our Dynamic Team as a Customer Experience Manager!
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we\’re on a mission to to be our customer\’s most trusted advisor for cloud-based technologies. We\’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
What will you be doing?
The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.
Main Accountabilities:
- Champion opportunities to consistently improve the brand experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Understand each customer persona and their specific needs
- Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
- Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
- Establish communication mediums lines between customers and the company to ensure a smooth customer experience
- Utilise CRM tools to monitor customer experience
- Proactive management with accounts and ensure reactive management is in line with expectations
- Build relationships at multiple levels within the organisation
- Be an internal advocate and voice for the customer to enhance both the customer experience and Babble\’s offerings
- Understand the contractual position of the customer
- Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
- Regular case and service review meetings at a cadence agreed with the customer
- Identify upsell and cross-sell opportunities working closely with the account manager
Person Specification:
- Strong communication skills
- Commercially minded and proven experience.
- Able to have difficult conversations with positive outcomes
- Experience managing and maintaining relationships
- Knowledge of babble processes, upsell revenue lead indicators.
- Written, Verbal and Numerical literacy is a must
- Must be organised and attention to detail oriented
What else looks good for this role:
- Willing to learn
- Ability to work as a part of a team
- Confidence to take ownership of requests until completion
Qualifications
- Minimum 5 years of experience in a relationship role
Additional Information
Why work for Babble?
- Company Pension – 4% Employee contribution
- 22 days holiday Balance + UK Bank Holidays – with increased annual leave based on length of service
- Life Assurance – 4x Annual Salary
- Optional Health Insurance – Bupa
- Optional Health Cash Plan – Health Shield
- We work a 9-day fortnight – every other Friday off.
- £1,000 payment after 10 years service
- Bike to Work Scheme
- Season Ticket Commuter Loan
- Charities Trust – Donations to charities pre tax
- Babble Issued Laptop
- Annual Company Celebrations
Hybrid-Working Policy
You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday. Unless your role has different requirements.
The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only
Babble / Leading UK Cloud Solutions Provider
#J-18808-Ljbffr
Service Manager employer: Babble Cloud
Contact Detail:
Babble Cloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Familiarise yourself with Babble's services and customer experience philosophy. Understanding their cloud solutions and how they enhance customer satisfaction will help you demonstrate your passion for the role during interviews.
✨Tip Number 2
Network with current or former employees of Babble on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Service Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer experiences in previous roles. Highlighting your ability to drive customer satisfaction and retention will resonate well with the hiring team.
✨Tip Number 4
Stay updated on industry trends in telecoms and cloud solutions. Being knowledgeable about the latest developments will not only impress your interviewers but also show your commitment to being an informed advocate for customers.
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Experience Manager at Babble. Tailor your application to highlight relevant experiences that align with their expectations.
Craft a Compelling CV: Your CV should clearly showcase your experience in relationship management and customer service. Use specific examples to demonstrate your strong communication skills and ability to drive customer satisfaction.
Write a Tailored Cover Letter: In your cover letter, express your passion for telecoms and how your background makes you a great fit for Babble. Mention your understanding of customer personas and your approach to improving customer journeys.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Babble Cloud
✨Understand the Company Culture
Before your interview, take some time to research Babble's company culture and values. Understanding their commitment to diversity and customer experience will help you align your answers with what they value most.
✨Showcase Your Communication Skills
As a Service Manager, strong communication is key. Prepare examples of how you've effectively communicated with clients or team members in the past, especially during challenging situations.
✨Demonstrate Customer-Centric Thinking
Be ready to discuss how you've improved customer experiences in previous roles. Highlight specific strategies you've implemented to drive customer satisfaction and retention, as this aligns directly with the job responsibilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle difficult conversations. Think of scenarios where you've turned a negative situation into a positive outcome, as this will showcase your skills effectively.
