At a Glance
- Tasks: Manage customer relationships and ensure outstanding service experiences.
- Company: Fast-growing tech business with strong social and environmental values.
- Benefits: Competitive salary, bonus, excellent benefits, and hybrid working options.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Become a trusted adviser and make a real impact on customer success.
- Qualifications: Experience in customer relationship management and strong communication skills.
The predicted salary is between 30000 - 35000 £ per year.
Location: Malvern, Worcestershire (Hybrid after initial period), free parking
Salary: £30,000 - £35,000 DOE + Bonus + excellent additional benefits
Job Type: Full-time, Permanent
Join a Fast-Growing Technology Business
Our client is a specialist IT service provider who prides itself on delivering exceptional customer service to its customers, while maintaining strong social and environmental values.
Reporting to the Customer Services Director and working alongside the established Customer Delivery team, you will be responsible for managing and developing relationships with a portfolio of customers, ensuring they receive an outstanding service experience throughout their journey. This is a highly visible role that would suit someone who enjoys building relationships, solving problems, taking ownership and delivering exceptional customer outcomes. You'll become a trusted adviser to your customers, developing a deep understanding of their business, services and requirements.
Key Responsibilities- Act as the primary point of contact for a portfolio of customers, building strong and lasting relationships.
- Conduct regular customer review meetings and engagement activities, including service reviews and mobile network health checks.
- Manage customer escalations, working closely with internal teams to deliver prompt and effective solutions.
- Support the onboarding of new customers and the introduction of new services.
- Work collaboratively with the Customer Services Director to manage customer renewals and maintain excellent retention levels.
- Identify opportunities for continuous service improvement through customer feedback and data analysis.
- Maintain accurate customer records, reporting and documentation.
- Build strong internal relationships across support, specialist and delivery teams to ensure exceptional service delivery.
You’ll be naturally proactive, highly organised and someone who thrives in a busy environment. You take ownership, follow things through to completion and enjoy building trusted relationships with stakeholders at all levels.
Skills and experience- Experience managing customer relationships within a service-led business environment.
- Demonstrable success in customer retention and identifying opportunities to grow existing accounts.
- Strong administrative, organisational and analytical skills.
- Excellent Excel skills and confidence working with data and reporting.
- Outstanding communication and relationship-building abilities.
- Ability to engage confidently with senior stakeholders and decision-makers.
- A solutions-focused, positive and proactive approach.
- Comfortable working independently while collaborating effectively as part of a team.
This is an exciting opportunity to join a forward thinking and growing organisation!
Customer Success Manager in Great Malvern employer: Hewett Recruitment
Hewett Recruitment is an excellent employer that values flexibility and work-life balance, offering a part-time, remote role that allows you to work from home or the office. With a supportive work culture focused on employee growth, you'll have the opportunity to develop your sales skills while building meaningful relationships with clients across the UK and Ireland. Join us in Worcester for a rewarding experience where your contributions are recognised and appreciated.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Great Malvern
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hewett Recruitment. 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 Hewett Recruitment 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 Customer Success Manager in Great Malvern
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 Hewett Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Hewett Recruitment 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 Hewett Recruitment!
How to prepare for a job interview at Hewett Recruitment
✨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.
