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- Tasks: Support and manage customer relationships, ensuring exceptional service and retention.
- Company: Join a dynamic team in Hemel Hempstead focused on customer experience.
- Benefits: Enjoy competitive salary, bonuses, 21+ days holiday, and personal development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and building lasting relationships.
- Qualifications: Experience in customer service or account management with excellent communication skills.
- Other info: Fun working environment with ongoing training and career growth potential.
The predicted salary is between 26000 - 26000 £ per year.
Hours: Monday – Friday, 9am – 5.30pm
Location: Hemel Hempstead
Salary: £26,000 + Bonus
We are recruiting for a candidate with a customer service or account management background to join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager. You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify 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 150-200 business customers, billing over £50,000 per month.
Key Tasks:
- Support your customer base, managing and exceeding their expectations.
- Identify and create opportunities that benefit your customers.
- Perform account reviews.
- Ensure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.
- Handle both incoming and outgoing customer sales and service calls.
- Create and manage cases in Dynamics CRM.
- Work through call alerts, and check for signs of fraud.
- Develop a good product knowledge to educate customers in alternative services, e.g. Mobiles, Connectivity, VoIP, ITaaS, and Cyber.
- Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved.
- Handle general billing queries.
- Understand & pre-empt competitor threats.
- Use company reporting mechanisms to prioritise your daily/weekly actions.
- Handle customer feedback and complaints both on the phone and in writing.
- Assist other departments to resolve customer-based challenges.
Skills & Experience:
- Customer service, account management, or sales experience.
- Excellent communication skills.
- A proactive, positive (win-win) attitude.
- Ability to recognise and pursue a sales opportunity.
- Office 365 knowledge competency.
- 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.
Benefits:
- 21 Days’ holiday rising to 25 after 5 years of service.
- Birthday off.
- Childcare vouchers.
- Employee mobile package.
- Holiday Purchase scheme.
We Offer:
- A competitive salary and bonus structure.
- Full training.
- Ongoing personal development.
- A busy, fun working environment.
Additional Benefits:
- 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years.
- Extra day off for your birthday.
- Buy holiday scheme.
- Employee Assistance Programme.
- Free onsite parking.
- Enhanced company sick pay.
- Discounted retail vouchers.
- Reduced gym membership.
- Annual salary review.
- SCG mobile benefit.
- Employee referral bonus.
Please note that unfortunately this role does not provide visa sponsorship opportunities; all candidates must have the right to work in the UK.
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.
Customer Experience Account Manager in England employer: SCG Midlands
Contact Detail:
SCG Midlands Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Account Manager in England
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer experience. Think about how you can demonstrate your skills in account management and customer service.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Experience Account Manager in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service or account management experience. We want to see how you've exceeded expectations in previous roles, so don’t hold back on those achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Platinum Customer Experience Account Manager role. Show us your passion for customer relationships and how you can contribute to our impressive retention rate.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Keep your language clear and engaging, and don’t forget to proofread for any typos or errors before hitting send!
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’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at SCG Midlands
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience management. Brush up on how to build relationships and retain customers, as this role is all about exceeding expectations. Be ready to share examples from your past experiences that highlight your skills in these areas.
✨Familiarise Yourself with the Product
Get to grips with the products and services the company offers, especially those related to Mobiles, Connectivity, VoIP, ITaaS, and Cyber. This knowledge will not only help you answer questions confidently but also show your proactive approach and genuine interest in the role.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer situations or challenges. Think of scenarios where you've successfully managed customer complaints or identified sales opportunities. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Show Off Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. During the interview, demonstrate your ability to listen actively and respond thoughtfully. This will showcase your fit for a position that requires building lasting relationships with customers.