Junior Customer Experience Account Manager

Junior Customer Experience Account Manager

Location: Hemel Hempstead

Salary: £24,784.50 + OTE

Hours: Monday – Friday, 9am – 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 relationships, identify opportunity and maximise customer retention, through office-based support.

Key Tasks:

• Support your customer base by managing and exceeding expectations.
• Identify and create opportunities that benefit your customers.
• Making sure 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 various cases through CRM.
• Work through your call alerts, and check for signs of fraud.
• Develop product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP.
• 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 risk
• 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 or Sales experience.
• Excellent communication skills.
• A proactive, positive (win-win) attitude.
• Office 365 knowledge desirable but not essential
• Someone who thrives in fast paced environments and can easily adapt to change.
• 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.

Additional Benefits:

• 21 Days’ holiday rising to 25 after 5 years of service
• Birthday off
• Childcare vouchers
• Employee mobile package
• Holiday Purchase scheme
• Retail discounts
• Discounted gym membership

We Offer:

• A competitive salary and bonus structure
• Full training
• Ongoing personal development
• A bus 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.

Pay: £24,784.50 per year

Benefits:

• Company pension
• Employee discount
• Free parking
• Referral programme

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person