Find a job 
Featured Companies 
Featured Universities 
For Companies 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 in Hemel Hempstead.
- Benefits: Enjoy competitive salary, bonus structure, and perks like extra holiday and gym discounts.
- Other info: Fun working environment with ongoing personal development and equal opportunities for all.
- Why this job: Make a real impact by enhancing customer experiences and mentoring junior team members.
- Qualifications: 5+ years in customer service or account management, with strong telecoms expertise.
The predicted salary is between 28000 - 35000 £ 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.
Additional Benefits:
- 21 Days’ holiday rising to 25 after 5 years of service.
- Birthday off.
- Childcare vouchers.
- Employee mobile package.
- Holiday Purchase scheme.
- Reduced gym membership.
- Retail discounts.
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: 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 Hemel Hempstead
✨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 attitude! During interviews, share examples of how you've gone above and beyond to retain customers or identify upsell opportunities. This will demonstrate that you’re not just about meeting expectations but exceeding them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our customer success.
We think you need these skills to ace Senior Customer Experience Account Manager in Hemel Hempstead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and account management. We want to see how your skills align with our mission to provide a remarkable service to our customers.
Show Off Your Communication Skills: Since excellent verbal and written communication is key for this role, ensure your application reflects that. Use clear, concise language and make it engaging – we love a bit of personality!
Highlight Your Proactive Attitude: We’re looking for someone who can bring new ideas to the table. In your application, share examples of how you’ve taken initiative in previous roles, especially in recognising and pursuing sales opportunities.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at SCG Connected
✨Know Your Customer Experience
Make sure you understand the key aspects of customer experience management. Brush up on how to build strong relationships and maximise retention, as these are crucial for 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 acted on sales opportunities. Highlight your proactive approach and any creative strategies you've used to boost sales in previous roles.
✨Communicate Clearly and Confidently
Excellent communication skills are a must for this position. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and ideas.
✨Demonstrate Mentorship Skills
As you'll be mentoring junior team members, think about how you've supported others in the past. Prepare to discuss your mentorship style and any successful outcomes from your guidance. This will show that you're not just a great account manager but also a team player.