Customer Experience Account Manager

Customer Experience Account Manager

We are recruiting for a candidate with a customer service or account management background to come on board and 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 opportunity 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
• Performing 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 & 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

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.