Customer Experience Manager jobs in United Kingdom

Location: Hemel Hempstead

Salary: £28,000 – £38,000 + bonus

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

Additional Benefits:

• 21 Days’ holiday rising to 25 after 5 years of service

• Birthday off

• Childcare vouchers

• Employee mobile package

• Holiday Purchase scheme
• Reduced gym membership
• Retail discounts

We Offer:

• A competitive salary and bonus structure

• Full training

• Ongoing personal development

• A busy and fun working environment