Customer Experience Account Manager in Hemel Hempstead

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 and 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.