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For Companies At a Glance
- Tasks: Build strong relationships with customers and maximise retention through excellent service.
- Company: Join a dynamic team at SCG, a leader in the telecoms industry.
- Benefits: Enjoy 21 days holiday, birthday off, and employee perks like gym discounts.
- Other info: Fun working environment with ongoing personal development and mentorship opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving business success.
- Qualifications: 5+ years in customer service or account management, with 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 England employer: SCG Midlands
Contact Detail:
SCG Midlands 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. Think about how you can showcase your ability to build strong relationships and maximise customer retention – that's what they're really after!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and where you can see yourself thriving. Check out our website for openings at SCG, as we’re all about creating a remarkable service for our customers!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Customer Experience Account Manager in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Experience Account Manager role. Highlight your relevant experience in customer service and account management, especially in the telecoms industry, to show us you’re the perfect fit!
Showcase Your Communication Skills: Since excellent verbal and written communication skills are key for this role, don’t hold back! Use clear and concise language in your application, and maybe even share a brief example of how you've effectively communicated with customers in the past.
Demonstrate Your Proactive Attitude: We love a proactive approach! In your application, mention specific instances where you’ve gone above and beyond to meet customer needs or recognised upsell opportunities. This will help us see your positive attitude in action.
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 shows us you’re keen to join the StudySmarter team!
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 strong relationships and retain customers, as this role is all about keeping that 99.5% retention rate. Be ready to share examples from your past experiences where you've successfully managed customer accounts.
✨Showcase Your Telecoms Expertise
Since the telecoms industry is a key focus for this position, highlight your relevant experience. Prepare to discuss specific challenges you've faced in telecoms and how you overcame them. This will show that you’re not just familiar with the industry but also capable of navigating its complexities.
✨Demonstrate Proactivity
This role requires a proactive approach, so come prepared with ideas on how to improve customer engagement and upsell opportunities. Think of innovative strategies you've implemented in the past and be ready to discuss how they could apply to this new role.
✨Mentorship Mindset
As you'll be mentoring junior team members, be prepared to talk about your leadership style. Share examples of how you've coached others in the past and what techniques you find effective. This will show that you’re not only a great account manager but also a supportive team player.