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- Tasks: Build strong relationships and maximise customer satisfaction for a diverse client base.
- Company: Join a dynamic team at a leading telecoms company focused on exceptional customer service.
- Benefits: Enjoy competitive salary, bonus structure, 21 days holiday, and birthday off.
- Other info: Fun working environment with mentorship opportunities and career progression.
- 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 strong telecoms expertise.
The predicted salary is between 28000 - 35000 £ per year.
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.
- 5+ years Customer service, Account management or Sales experience.
- Strong expertise in telecoms industry.
- Excellent verbal and written communication skills.
- 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.
- 21 Days’ holiday rising to 25 after 5 years of service.
- Birthday off.
- Reduced gym membership.
- A competitive salary and bonus structure.
- Full training.
- 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 England employer: SCG Connected
Contact Detail:
SCG Connected Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Account Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the telecoms industry and let them know you're on the hunt for a Senior Customer Experience Account Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer experience and account management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Showcase your proactive approach! During interviews, share examples of how you've exceeded customer expectations or identified upsell opportunities in previous roles. This will demonstrate that you’re not just a fit for the role, but a valuable asset to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team and contributing to our mission of providing remarkable service.
We think you need these skills to ace Senior Customer Experience Account Manager in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service and account management experience, especially in the telecoms industry, to show us you’re the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer experience. Share specific examples of how you've built strong relationships and maximised customer retention in your previous roles.
Show Off Your Communication Skills: Since excellent verbal and written communication is key for this role, make sure your application is clear and well-structured. We want to see your ability to convey ideas effectively right from the start!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at SCG Connected
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience management. Brush up on how to build strong relationships and maximise retention, as these are key aspects of the role. Be ready to share examples from your past experiences where you've successfully managed customer accounts.
✨Showcase Your Sales Savvy
Since upselling is a big part of this job, prepare to discuss specific instances where you've identified and capitalised on sales opportunities. Think about how you can demonstrate your ability to recognise customer needs and suggest relevant services or products.
✨Communicate Clearly and Confidently
Excellent verbal and written communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few questions to ask during the interview to show your engagement and interest in the company.
✨Be Proactive and Bring Ideas
This position values a proactive approach, so come prepared with ideas on how you could improve customer experience or team processes. Show that you're not just looking to fill a role but are eager to contribute positively to the team and the company.