At a Glance
- Tasks: Manage customer accounts and ensure top-notch service delivery.
- Company: Join nGeneration, a leader in IT solutions for hospitality and retail.
- Benefits: Earn £28,000 per year with 28 days holiday and a pension scheme.
- Other info: Dynamic role with opportunities for growth and recognition.
- Why this job: Be the voice of our customers and drive their satisfaction.
- Qualifications: Experience in IT or field service roles preferred; strong communication skills essential.
The predicted salary is between 28000 - 28000 £ per year.
Company Overview
Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ.
Position Overview
As an Associate Customer Relations Manager (ACRM), you will play a pivotal role in ensuring the satisfaction of our clients by helping Account Managers, managing their accounts and overseeing the delivery of our solutions and services. Reporting to the Director of Account Development, you will act as a point of contact for customers, ensuring that their needs are met and their expectations are exceeded.
Key Objectives
- Serve as the liaison between the customer and the nGeneration Managing Director.
- Assist with Administration tasks for the Account Management team and the Business Support Team.
- Ensure that all solutions, managed services, and deployment services are delivered in accordance with contractual obligations and to the satisfaction of the customer.
Main Responsibilities
- Assist with managing customer accounts on a day-to-day basis, ensuring compliance with contractual obligations.
- Measure, monitor, and make recommendations for improvement of the customer service delivery experience.
- Possibility of attending customers head office as required.
- Act as an escalation point for support issues from the customer.
- Prepare monthly invoicing for maintenance, hardware, and IMACS services for the customer.
- Arrange and chair weekly internal management departmental meetings.
- Attend and chair weekly and monthly Service Review meetings and provide monthly reporting to the Managing Director.
Key Tasks
- Develop and maintain customer relationships on a day-to-day basis with all key stakeholders.
- Act as the first point of contact for customer requests, queries, and escalations.
- Develop an in-depth knowledge of the customer, their brands, aims, and objectives.
- Understand nGeneration’s contractual obligations to ensure compliance at all times.
- Thoroughly investigate customer complaints and provide recommendations for improvement.
- Identify opportunities for revenue growth for nGeneration.
Requirements
- Previous experience in a field-based IT implementation or field service role preferred.
- Previous experience in EPOS, a good understanding of technology in hospitality.
- Understanding of IT implementation or field service roles within the hospitality or retail industry.
- Strong verbal and written communication skills.
- Confident and outgoing personality with the ability to work under pressure.
- Excellent project management, planning, and organisational skills.
- Positive attitude with a can-do approach to problem-solving.
- High attention to detail and ability to work both independently and as part of a team.
- Competent in Microsoft Excel, Word, and Outlook.
Benefits
- Salary: £28,000 per annum
- Full-time, Permanent position
- Working hours: Due to the nature of the business and the role that you conduct your hours of work are those required, worked over five days a week, to carry out your duties to the satisfaction of the company and as necessitated by the needs of the business. Office opening hours are: 9:00 am – 5:30 pm.
- Expenses reimbursed in line with company policy
- 28 Days Holiday including Bank Holidays
- Contributory Workplace Pension scheme
- Employee recognition awards and benefits
Associate Customer Relationship Manager in Birmingham employer: nGeneration
At nGeneration, we are committed to fostering a dynamic and supportive work environment that empowers our employees to thrive. As an Associate Customer Relationship Manager, you will benefit from a culture that values innovation and collaboration, alongside opportunities for professional growth within the IT services sector. Located in Dudley, our office offers a vibrant atmosphere with competitive remuneration, generous holiday allowances, and a contributory pension scheme, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Customer Relationship Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at nGeneration. 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 nGeneration 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 Associate Customer Relationship Manager in Birmingham
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 nGeneration:Your cover letter is your chance to shine! Tell us why you want to work at nGeneration 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 nGeneration!
How to prepare for a job interview at nGeneration
✨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.
