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- Tasks: Build strong relationships and manage customer experiences for 30-60 business clients.
- Company: Join a dynamic team focused on delivering exceptional customer service in the telecoms industry.
- Benefits: Enjoy 21 days holiday, birthday off, childcare vouchers, and retail discounts.
- Why this job: Be part of a fun environment with opportunities for personal development and mentorship.
- Qualifications: 5+ years in customer service or account management, with strong telecoms expertise.
- Other info: Competitive salary and bonus structure, plus full training provided.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hemel Hempstead
Hours: Monday – Friday, 9am – 5.30pm
You will be part of the team that provides a remarkable service to our customers. Your key objective will be to establish and sustain strong relationships, identify upsell opportunities, and maximise customer retention through office-based support. You will manage all aspects of the customer experience for a base of approximately 30-60 business customers, billing over £1,000 per month.
Key Tasks:
- Build strong relationships with key contacts within the allocated customer base.
- Recognise and maximise upsell opportunities, ensuring every Diamond customer utilises all SCG services and products.
- Maintain excellent customer retention of 99.5% or above, ensuring all avenues to prevent churn are explored.
- Manage all incoming communication from customers and respond promptly.
- Proactively manage the customer base to exceed expectations.
- Provide mentorship to junior team members.
Skills & Experience:
- 5+ years of customer service, account management, or sales experience.
- Strong expertise in the telecoms industry.
- Excellent verbal and written communication skills.
- A proactive, positive (win-win) attitude.
- Ability to recognise and pursue sales opportunities.
- Office 365 knowledge.
- Proactive approach with the ability to bring new ideas to the team.
- Ability to forge lasting relationships with customers and partners.
- Good time management skills and workload prioritisation.
- Mentorship skills, capable of coaching junior team members.
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
Customer Experience Account Manager (Diamond) employer: SCG Together
Contact Detail:
SCG Together Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Account Manager (Diamond)
✨Tip Number 1
Familiarise yourself with the telecoms industry, as strong expertise in this area is crucial for the role. Stay updated on the latest trends and technologies to demonstrate your knowledge during interviews.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since you'll be managing customer relationships, being able to articulate your thoughts clearly and effectively will set you apart from other candidates.
✨Tip Number 3
Showcase your ability to build relationships by preparing examples of how you've successfully managed customer accounts in the past. Highlight any upselling or retention strategies you've implemented that led to positive outcomes.
✨Tip Number 4
Demonstrate your proactive approach by coming up with innovative ideas that could benefit the customer experience. This will show that you're not just reactive but also forward-thinking, which is essential for this role.
We think you need these skills to ace Customer Experience Account Manager (Diamond)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service, account management, and the telecoms industry. Use specific examples that demonstrate your ability to build relationships and manage customer expectations.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your proactive approach and mentorship skills align with the job requirements. Be sure to include specific instances where you've successfully maximised customer retention or identified upsell opportunities.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure your application is free from errors and clearly conveys your message. Consider including a brief example of how you effectively managed customer communication in a previous role.
Highlight Relevant Achievements: Include quantifiable achievements in your application, such as maintaining high customer retention rates or successfully mentoring team members. This will help demonstrate your capability to exceed expectations and contribute positively to the team.
How to prepare for a job interview at SCG Together
✨Showcase Your Relationship-Building Skills
Since the role focuses on establishing strong relationships with customers, be prepared to share examples of how you've successfully built rapport in previous positions. Highlight specific instances where your relationship management led to positive outcomes.
✨Demonstrate Your Proactive Approach
The company values a proactive attitude, so come ready to discuss how you've taken initiative in past roles. Think of examples where you identified upsell opportunities or improved customer retention through your actions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage customer expectations. Prepare scenarios where you had to handle difficult situations or turn around a negative customer experience.
✨Highlight Your Mentorship Experience
As the role involves providing mentorship to junior team members, be ready to talk about your experience in coaching others. Share specific examples of how you've helped colleagues develop their skills and succeed in their roles.
