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- Tasks: Build strong relationships and provide exceptional service to business customers.
- Company: Join a dynamic team at a leading telecoms company.
- Benefits: Competitive salary, bonus structure, 21 days holiday, and more perks.
- Other info: Fun working environment with opportunities for personal development and mentorship.
- Why this job: Make a real impact by enhancing customer experiences and driving retention.
- 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 to Friday, 9am to 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 relationships 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 in a timely manner.
- Proactively manage base to ensure customers' expectations are exceeded.
- Provide mentorship to junior members of the 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 the 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.
Customer Experience Account Manager employer: Southern Communications Ltd
Contact Detail:
Southern Communications Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Account Manager
✨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 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 service and account management. Think about how you can showcase your experience in building strong relationships and maximising customer retention. We want you to shine!
✨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 that match your skills and experience, and make sure to tailor your approach to each one.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great chance to reiterate why you’re the perfect fit for managing customer experiences and driving upsell opportunities.
We think you need these skills to ace Customer Experience Account Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the 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!
Show Off 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 make sure to demonstrate how you've effectively communicated with customers in the past.
Highlight Your Proactive Attitude: We love a proactive approach! In your application, share examples of how you've gone above and beyond to meet customer needs or identify upsell opportunities. This will show us that you have the right mindset for the job.
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 our team!
How to prepare for a job interview at Southern Communications Ltd
✨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 maximise retention, as these are key for the role. Be ready to share examples from your past experiences where you've successfully managed customer accounts.
✨Showcase Your Sales Savvy
Since upselling is a big part of this job, come prepared with specific examples of how you've identified and pursued sales opportunities in previous roles. Highlight your proactive approach and any creative strategies you've used to boost sales.
✨Communicate Clearly and Confidently
Excellent verbal and written communication skills are essential. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few questions to ask during the interview to demonstrate your engagement and interest in the role.
✨Mentorship Mindset
As you'll be mentoring junior team members, think about your leadership style and how you can support others. Prepare to discuss your experience in coaching or mentoring, and how you can contribute to a positive team environment.