Junior Customer Experience Account Manager

Location: Hemel Hempstead

Salary: £19,500 – £26,000 + 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 relationships, identify opportunity and maximise customer retention, through office-based support and occasional face to face customer meetings

Key Tasks:

• Support your customer base by managing and exceeding expectations.

• Identify and create opportunities that benefit your customers.

• Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.

• Handle both incoming and outgoing customer sales and service calls.

• Create and manage various cases through CRM.

• Work through your call alerts, and check for signs of fraud.

• Develop product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP.

• Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved

• Handle general billing queries.

• Understand & pre-empt competitor risk

• Use company reporting mechanisms to prioritise your daily/weekly actions.

• Handle customer feedback and complaints both on the phone and in writing.

• Assist other departments to resolve customer-based challenges.

Skills & Experience:

• Customer service or Sales experience.

• Excellent communication skills.

• A proactive, positive (win-win) attitude.

• Office 365 knowledge desirable but not essential

• Someone who thrives in fast paced environments and can easily adapt to change.

• 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.

Additional Benefits:

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

• Birthday off

• Childcare vouchers

• Employee mobile package

• Holiday Purchase scheme
• Retail discounts
• Discounted gym membership

We Offer:

• A competitive salary and bonus structure

• Full training

• Ongoing personal development

• A bus and fun working environment