Customer Experience Account Manager

SCG Together; Hemel Hempstead; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Birthday Day Off

Employee Assistance Programme

Pension Scheme

Free On-Site Parking

Job summary

SCG Together in Hemel Hempstead is seeking a Customer Success / Account Manager to join our team. You will manage a base of 30–60 business customers, focusing on upsell opportunities and retaining revenue while delivering excellent service.

Your role involves building strong relationships with key contacts, handling all communications, and mentoring junior team members. A telecoms background and 5+ years in customer service or sales will help you succeed in this busy, supportive environment.

Qualifications

• 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 team.

Responsibilities

• Build strong relationship 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 within timely manner.
• Proactively manage base to ensure customers’ expectations are exceeded
• Provide mentorship to junior members of team.

Skills

Customer service

Account management

Sales

Verbal communication

Written communication

Relationship building

Telecoms industry

Time management

Mentoring

Tools

Office 365

Job description

Location: Hemel Hempstead

Salary: From £28,000 (Depending on experience) + 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 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 relationship 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 within timely manner.
• Proactively manage base to ensure customers’ expectations are exceeded
• Provide mentorship to junior members of 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 team

Benefits:

• 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Employee Referral Bonus
• Pension Scheme
• Free On-Site Parking
• Charity Events

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.