Customer Care Advisor jobs in Gran Bretaña

You must have the ability to work with stakeholders of varying seniority and have a results-oriented mindset to prioritise collective success and drive the best outcomes for BCB Group. This role, and BCB as a whole, is very much cross-functional, you will be comfortable and confident liaising with colleagues across the Group, from Customer Success to Compliance, you treat everyone with respect and work towards the same mission.

You will demonstrate a positive, can-do attitude, you will be comfortable to adapt to change, work harmoniously and respectfully with colleagues and thrive in an often pressurised environment.

• Cross- selling and up-selling additional currencies to our Tier 1 and Tier 2 clients to grow revenue for BCB
• Building stakeholder relationships and acting as a primary contact with seniors on the client side, e.g. Chief Financial Office, C-Suite, decision makers
• Building pipeline through our existing clients - account mapping/ planning of stakeholders to build out BCB portfolio. Increasing number of referrals from existing BCB clients
• Becoming a Team Lead and helping coach the AM team to set high standards as we grow
• Managing day to day relationships with existing clients as a key point of contact. The AM will flag, elevate and chase any problematic issues that arise and work closely with the CS team to help resolve tickets
• Ensuring clients are kept up to date on product enhancements and developments, working with our Product Team
• Attending events and client face-to-face meetings internationally
• Gaining feedback from clients and identifying trends, communicating this internally to Product teams and managing clients expectations on any ETA’s
• Performing quarterly/ monthly reviews with clients, obtaining feedback and addressing any outstanding issues. Specifically face-to-face
• Act as an additional contact during the onboarding phase and oversee key deadlines
• Working harmoniously with Account Executives to ensure there is a smooth onboarding process
• Review cross selling pipeline, general account management i.e. agree how communication is preferred with the client, how they would like to be introduced to new products within BCB
• Working with the wider sales team to host events for clients, attend events and represent BCB’s persona
• Demonstrate a commitment to excellence by maintaining hubspot data to support data insights and accurate forecasting
• Focus on expanding relationships to minimise any risks of customer churn e.g. nurturing and expanding
• Working harmoniously with all team internally and externally that impacts the experience of sales or of our clients and potential clients
• Working to achieve set quarterly targets with a growth mindset to achieve BCBs growth targets as we strive to achieve
• Able to come with creative initiatives for the AM team to help improve current processes

If you can demonstrate some of the following experience/skills below, we would love to have a conversation.

• 5+ years sales experience, working directly within Financial Services, ideally within the banking, payments or crypto space.
• Demonstrated strategic account ownership, including experience developing account plans, identifying growth opportunities and driving long term commercial success.
• Must have a passion and interest in customer-centric relationship building
• Have experience in and be comfortable with a target driven environment with a history of hitting annual/ quarterly targets
• Must have CRM experience and ideally experience with the Google Suite for creating and presenting google docs/slides
• Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning skills
• Must have outstanding communication, attention to detail and time management skills
• Must have proven ability to remain professional & polite and when dealing with customers and colleagues, regardless of the situation
• Must have the ability and desire to go the extra mile for our customers and for colleagues in order to provide world class service, without ego
• You should be adaptable and comfortable with change and demonstrate the flexibility to step beyond your day to day responsibility to support the wider team and BCB
• Experience mentoring or guiding junior team members is highly desirable