About the Company: A leading and rapidly growing group in the telecoms and IT services industry, known for best-in-class products and outstanding customer service for over 50 years.
Responsibilities: *Build strong relationships with customers to maximize retention and identify new opportunities.
*Manage all aspects of customer experience for a portfolio of approximately 150-200 business customers, billing over £50,000 per month.
Key Tasks: *Support customers and exceed expectations.
*Identify and create opportunities that benefit customers.
*Work closely with partners to build relationships and coordinate opportunities.
*Conduct account reviews.
*Contribute to maintaining a 99.5% customer retention rate.
*Handle inbound and outbound customer sales and service calls.
*Manage cases through CRM.
*Monitor call alerts and check for fraud.
*Develop product knowledge to educate customers on alternative services (e.g., Mobiles, Connectivity, VoIP).
*Document and resolve faults, escalating complex issues when necessary.
*Handle general billing queries.
*Understand and pre-empt competitor threats.
*Use reporting tools to prioritize daily/weekly tasks.
*Manage customer feedback and complaints via phone and email.
*Assist other departments in resolving customer challenges.
Qualifications & Experience: *Experience in customer service, account management, or sales.
*Ideally, experience in a technology-based industry.
Knowledge & Skills: *Excellent communication skills.
*Proactive, positive approach (win-win attitude).
*Ability to identify and pursue sales opportunities.
*Competency in Office 365.
*Strong relationship-building skills with customers and partners.
*Good time management and ability to prioritize workload.
Additional Benefits: *21 days’ holiday, increasing to 25 after five years of service.
*Birthday off.
*Childcare vouchers.
*Employee mobile package.
*Holiday purchase scheme.
What We Offer: *Competitive salary and bonus structure.
*Full training.
*Ongoing personal development.
*A dynamic, fun working environment.