Location: Hemel Hempstead
Hours: Monday – Friday, 9am – 5.30pm
You will be part of the team that provides a remarkable service to our customers. Your key objective will be to establish and sustain strong relationships, identify upsell opportunities, and maximise customer retention through office-based support. You will manage all aspects of the customer experience for a base of approximately 30-60 business customers, billing over £1,000 per month.
Key Tasks:
1. Build strong relationships with key contacts within the allocated customer base.
2. Recognise and maximise upsell opportunities, ensuring every Diamond customer utilises all SCG services and products.
3. Maintain excellent customer retention of 99.5% or above, ensuring all avenues to prevent churn are explored.
4. Manage all incoming communication from customers and respond promptly.
5. Proactively manage the customer base to exceed expectations.
6. Provide mentorship to junior team members.
Skills & Experience:
1. 5+ years of customer service, account management, or sales experience.
2. Strong expertise in the telecoms industry.
3. Excellent verbal and written communication skills.
4. A proactive, positive (win-win) attitude.
5. Ability to recognise and pursue sales opportunities.
6. Office 365 knowledge.
7. Proactive approach with the ability to bring new ideas to the team.
8. Ability to forge lasting relationships with customers and partners.
9. Good time management skills and workload prioritisation.
10. Mentorship skills, capable of coaching junior team members.
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
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