At a Glance
- Tasks: Manage customer accounts and deliver exceptional service in a fast-paced telecoms environment.
- Company: Established telecommunications provider with a focus on high-quality connectivity solutions.
- Benefits: Competitive salary, supportive team environment, and genuine career progression opportunities.
- Other info: Office-based role in Manchester with a dynamic and collaborative team.
- Why this job: Build strong relationships and make a real impact in customer satisfaction.
- Qualifications: Experience in customer service or account management, excellent communication skills required.
Location: Manchester (Office Based)
Salary: £27,000 - £33,000 per annum (depending on experience)
About the Company
Our client is a well-established and growing telecommunications provider, delivering high-quality connectivity and communication solutions to businesses across the UK. Due to continued growth, they are looking to recruit a Customer Service / Account Manager to join their Manchester office. This is an excellent opportunity for someone who enjoys building strong customer relationships, providing outstanding service, and managing customer accounts within a fast-paced telecoms environment.
The Role
As a Customer Service / Account Manager, you will be the main point of contact for a portfolio of customers, ensuring they receive an exceptional level of service from onboarding through to ongoing account management. You'll work closely with internal teams to resolve customer queries, manage account changes, oversee renewals, and identify opportunities to strengthen customer relationships. This is a fully office-based position in Manchester, offering a supportive team environment and genuine opportunities for career progression.
Key Responsibilities
- Manage a portfolio of customer accounts, delivering a high standard of customer service.
- Build strong, long-term relationships with customers through regular communication.
- Respond promptly to customer enquiries via phone and email.
- Resolve customer queries and service issues efficiently, liaising with internal departments where required.
- Process new orders, upgrades, contract amendments, renewals, and cancellations accurately.
- Monitor customer accounts to ensure services are delivered in line with expectations.
- Coordinate with Sales, Technical Support, Provisioning, Billing, and Operations teams to ensure a seamless customer experience.
- Maintain accurate customer records using the company CRM system.
- Proactively identify opportunities to upsell or cross-sell telecom products and services where appropriate.
- Ensure customer retention through excellent service and proactive account management.
- Meet individual and team KPIs relating to customer satisfaction, service levels, and account growth.
Essential Skills & Experience
- Previous experience in Customer Service, Account Management, Customer Success, or a similar client-facing role.
- Experience working within the telecommunications, broadband, connectivity, ISP, or mobile sector.
- Excellent communication and interpersonal skills.
- Strong organisational skills with the ability to manage multiple priorities.
- A proactive and solution-focused approach to problem solving.
- Experience using CRM systems and Microsoft Office.
- Ability to work collaboratively within a busy office environment.
Desirable
- Knowledge of fibre broadband, VoIP, leased lines, cloud communications, or mobile services.
- Experience managing B2B customer accounts.
- Commercial awareness with the confidence to identify opportunities to add value for customers.
If you believe you have the credentials to fill this role, then please drop your CV to Michael Hodson or give me a call.
Customer Service/ Account Manager in Manchester employer: SER Limited
At SER Limited, we pride ourselves on being an excellent employer, offering a supportive work culture that values employee development and progression. Working at Gatwick Airport not only provides a dynamic environment but also comes with comprehensive training opportunities for our HVAC Engineers, ensuring you can grow your skills while contributing to essential services in a bustling location.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service/ Account Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SER Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SER Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service/ Account Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SER Limited:Your cover letter is your chance to shine! Tell us why you want to work at SER Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SER Limited!
How to prepare for a job interview at SER Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
