Job Description
* Please read note regarding location of role*
Role: Customer Success Manager
Location:* Office-based, preferred location close to one of our offices. (Office locations: Motherwell, Berwick, Burnley, Ipswich, Middlesbrough, Northwich, Whitstable).
Reports to: Head of Customer Success
Hours: 37.5 hours per week - Monday to Friday (with an early finish on a Friday)
Who We Are:
Fleetmaxx Solutions Limited (Part of the Oilfast Group) opened the fuelcard offices in 2019. Our teams market a wide range of fleet management tools such as fuel cards, AdBlue, telematics, insurance and telecoms to businesses across the UK. We are a very ambitious company with a great team full of experience and enthusiasm. We are looking for a like-minded individual to join us in the role of Customer Success Manager.
Role Summary:
Our Customer Success specialists are responsible for making outbound calls to our existing fuel card customers, utilising various soft skills techniques to build a seamless renewal experience for our customers. The ideal candidate will have experience in a similar role within the fuel card or oil sector, but it is not essential.
Day to Day:
* Interact with fuel card customers over the phone to discuss current usage and if there may be another fuel card solution which works better for their business needs
* Explore features and benefits that are most important to each customer ensuring they have the best product for their needs
* Deliver a seamless customer experience, building customer understanding
* Explore additional products to provide customers with options dependant on their needs and personal circumstances
* Collaborate with wider department and project team identifying new opportunities to retain existing customers
* Identify areas of self-development and work with leader and team mates to achieve set goals.
Qualifications:
* Demonstrable experience working in customer service (ideally within a Customer Service role)
* Customer-first approach including tried and tested soft skills. Empathy, listening skills and interpretation of customer needs to confidently describe actions and options for customers.
* An authentic style to demonstrate an honest desire to retain our customers and ensure they are getting the best from the fuel cards we offer
* Good communication skills
* A clear drive for results and the resilience to move onto each fresh challenge as a new opportunity
* Sales focus and ability to work towards targets
* Self-motivation whilst able to work as part of a team
* Comfortable with change and adapt in a fast-paced environment
* Proactive, can-do attitude to get tasks done quickly and efficiently
Skills:
* A high degree of self-motivation and drive
* Excellent communication skills
* Strong commercial awareness
* A confident and determined approach
* Resilience and the ability to cope with rejection
* The ability to work independently and as part of a team
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Cycle to work scheme
Work Location: In person