Customer Service Representative jobs in United Kingdom

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Who are we?

A world where complexity is the only constant demands a new breed of company. Brave Bison is a different beast: a media, marketing and technology company purpose built for the digital era.

Our universe is made up of award-winning business arms Brave Bison, Engage and SocialChain. And we're underpinned by our very own social-first media network who deliver monthly views in the billions for some of the biggest channels in sport and entertainment across YouTube, Snap, Meta and TikTok.

We're a global collective who live and breathe digital, working with some of the boldest brands in the world to capitalise on the complexity that defines the modern marketing landscape.

Our mission

New platforms, new behaviours, new audiences, new trends, new technologies, new regulations-our clients' worlds get more complex daily. Their agency partnerships shouldn't. It's our job to cut through the chaos, make the complex simple and navigate a clear path to growth for them.

That's why we make it our mission to capitalise on complexity for our clients-by crafting dynamic digital solutions that outpace tomorrow's challenges.

Our values

We're a proudly diverse business comprised of deep specialists across social media, digital marketing and technology. Although our skills, backgrounds and beliefs may differ, we are united by four core shared values:

• Bold Curiosity We run at change and challenge convention because we love to push the boundaries of what the world thinks is possible. We champion discovery, go deep into our clients' worlds and are always hungry to learn more about them, our specialisms and each other.
• Connected Clarity We are focused in our collaboration - joining the right dots between our clients, our partners and our herd of experts to deliver agile solutions at speed and scale. We set a shared ambition from the outset, are transparent at every stage and always strive to make the complex simple.
• Positive Encouragement.We want to make working with us the best part of someone's day. We lift one other up, find the fun in the day to day and are committed to ensuring everyone belongs.
• Constant Impact.We believe in outcomes over outputs. We're goal orientated, results driven and data-led. We show up with passion every day. And we're always honing our craft.

About Engage

Engage are a full-service sports marketing agency who, since 2012, have helped ambitious governing bodies, sports teams and sponsors become future fit. Operating in the UK, India, Australia and the US, we offer round the clock delivery to sports brands including the International Cricket Council (ICC), Real Madrid, Godolphin, New Zealand Rugby and Formula 1.

Job Description:

We're looking for an experienced and dynamic senior account manager to lead our work with our wide range of sports clients. Working closely with our Audience Development, Insights, Content and Creative Development teams you will be responsible for ensuring all client deliverables are on time, in budget and produced to a high standard. As a Senior Account Manager you will be the main point of contact between Engage and our clients, responsible for communicating progress reports, strategy and providing resolution. You will be responsible for devising innovative content strategies and campaigns, and a key part of the role will be developing formats and delivering against pre-agreed KPIs and targets.

The successful candidate will work directly with the senior management team to devise strategy across our client output, and will be responsible for delegating to a growing and skilled team.

Responsibilities:

• Managing client accounts, developing positive working relationships with all client stakeholders

• Driving client retention, renewals, upselling and cross-selling

• Creating new and renewal budgets

• Assessing monthly cost reports to ensure client budget is on track

• Managing each client account including all client correspondence, risk management, client optimisation and incident resolution

• Ensuring all projects are resourced efficiently and appropriately

• Work with analytics to constantly assess success of client accounts and use data to inform new strategy

• Host meetings with internal and external stakeholders to provide updates on client accounts

• Oversee and contribute to creative strategy, execution and processes that contribute to the success of each client

• Work with audience development and creative development teams to ensure client accounts are reacting to trends and updating output accordingly

• Providing creative input, ideation processes and workflows

• Focus on ensuring we maintain superior client service levels, operational excellence and strategic insight

• Understanding client goals and key performance metrics

• Contribute to team growth - hiring and training junior staff

Key skills and knowledge:

• Extensive experience working across a range of digital platforms, with a background in either social content production or social media management

• A creative opportunist up for trying new ideas and an ability to capture fun, engaging content

• A track record in developing ideas that have been commissioned/executed

• Experience working to client briefs and working with external parties to make recommendations and encourage developments

• Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships

• Keen, ongoing awareness and interest in trends across social media, online video and sports output internationally

• Interest in new technologies and opportunities for content creation

• Confident communication skills both within the internal team and with clients and contributors

• Knowledge of media law

• Strong editorial sensibility - able to identify strong content that will perform well on digital/social platforms

• Experience in leading and managing a team

• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks

• Ability to prioritise multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations

What you'll get

Our people make us who we are, so to make sure we attract and retain the best and brightest in the industry, we offer an attractive benefits package.

But not only that, we are the UK's first carbon neutral agency (a status we have held since 2018), with a serious commitment to monitoring and reducing the impact our work has on the planet across three core sustainability pillars of Greenhouse Gases, Waste & Recycling and Sustainable Consumption.

Then there's a whole host of benefits - from discounted gym memberships and free eye tests to an employee pension scheme and enhanced maternity, paternity, and adoption package. Here's a snapshot of just some of the benefits we think you might also like:

• Dynamic working:To keep that work-life harmony in check, we're flexible on where and when you work
• Private medical insurance:To keep you fighting fit and give you and your family peace of mind.
• Life assurance and income protection:We know it feels good to be covered, just in case.
• Calm Subscription:Now more than ever, it's important to mind your mind!
• 25 days annual leave:This increases to 27 days after three years with us, and then increases every subsequent year up to a max. of 30 days
• Christmas closure:No need to save holiday days for the Christmas closure period. It's on us!
• Birthdays off: One extra day to celebrate your big day
• Summer hours:Between June and Aug we finish at 15.00 every Friday.
• Online coaching and mental health support: Unlimited coaching via OpenUp.
• Remote Working: Work abroad for up to one month a year.
• Performance & Salary:Reviewed twice a year for everyone.

Finally, we're proud and committed to being an equal opportunity workplace, providing equal opportunities for all and treating all existing employees and all job applicants in the same way, regardless of their age, disability, gender, gender reassignment, race, religion or belief, sexual orientation, pregnancy and maternity status and marital & civil partnership status.