Senior Customer Experience Account Manager

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

Benefits offered by this job

21 Days holiday rising to 25

Birthday off

Reduced gym membership

Job summary

SCG Together in Hemel Hempstead is seeking an experienced Customer Success/Account Manager to support a base of 30-60 business customers, manage ongoing relationships, and drive retention.

You will identify upsell opportunities, respond to inquiries, and mentor junior team members. The role offers a competitive salary from £28,000 plus OTE and a structured training program in a busy, office-based environment.

Qualifications

• 5+ years experience in customer service, account management or sales.
• Strong expertise in the telecoms industry.
• Excellent verbal and written communication skills.
• Ability to recognise and pursue a sales opportunity.
• Proficient with Office 365.
• Proactive approach and ability to bring new ideas to the team.
• Ability to forge lasting relationships with customers and partners.
• Good time management and workload prioritisation.
• Mentorship skills to coach junior members.

Responsibilities

• Build strong relationships with key contacts of all customers within the allocated base.
• Recognise and maximise upsell opportunities to ensure customers utilise SCG services and products.
• Maintain high retention (target 99.5% or above) and manage churn proactively.
• Respond to customer inquiries in a timely manner.
• Proactively manage base to exceed expectations.
• Provide mentorship to junior team members.

Skills

Customer service

Account management

Sales

Telecoms industry

Communication skills

Sales opportunity recognition

Office 365

Proactive mindset

Relationship building

Time management

Mentorship

Tools

Office 365

Job description

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.
• 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

Additional Benefits:

• 21 Days’ holiday rising to 25 after 5 years of service
• Birthday off
• Reduced gym membership

We Offer:

• A competitive salary and bonus structure
• Full training
• 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.