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Company Description

Who are Babble?

Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.

About Us / Leading UK Cloud Solutions Provider / Babble

Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.

Job Description

Join Our Dynamic Team as a Customer Experience Manager!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we're on a mission to to be our customer's most trusted advisor for cloud-based technologies. We're looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing?

The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.

Main Accountabilities:

• Champion opportunities to consistently improve the brand experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Understand each customer persona and their specific needs
• Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
• Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
• Establish communication mediums lines between customers and the company to ensure a smooth customer experience
• Utilise CRM tools to monitor customer experience
• Proactive management with accounts and ensure reactive management is in line with expectations
• Build relationships at multiple levels within the organisation
• Be an internal advocate and voice for the customer to enhance both the customer experience and Babble's offerings
• Understand the contractual position of the customer
• Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
• Regular case and service review meetings at a cadence agreed with the customer
• Identify upsell and cross-sell opportunities working closely with the account manager

Person Specification:

• Strong communication skills
• Commercially minded and proven experience.
• Able to have difficult conversations with positive outcomes
• Experience managing and maintaining relationships
• Knowledge of babble processes, upsell revenue lead indicators.
• Written, Verbal and Numerical literacy is a must
• Must be organised and attention to detail oriented

What else looks good for this role:

• Willing to learn
• Ability to work as a part of a team
• Confidence to take ownership of requests until completion

Qualifications

• Minimum 5 years of experience in a relationship role

Additional Information

Why work for Babble?

• Company Pension - 4% Employee contribution
• 22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
• Life Assurance - 4x Annual Salary
• Optional Health Insurance - Bupa
• Optional Health Cash Plan - Health Shield
• We work a 9-day fortnight - every other Friday off.
• £1,000 payment after 10 years service
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Charities Trust - Donations to charities pre tax
• Babble Issued Laptop
• Annual Company Celebrations

Hybrid-Working Policy

You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday. Unless your role has different requirements.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble / Leading UK Cloud Solutions Provider