- Location: Buckinghamshire, Marlow
- Sector: Full Time, Permanent
- Salary: £26,000-£28,000
- Job Type: Customer Service
- E-mail: sam@journeyrecruitment.co.uk
- Phone: 01189775737
Do you have experience working with high value clients and managing a team?
This could be the perfect role for you!
Our client, a leading, global technology company are looking for someone to join their team as a Client Success Team Leader in Marlow, Bucks!
Working 8.30am-6.00pm, this fantastic organisation offers a competitive salary and some great benefits.
You will be responsible for delivering the best customer experience, whilst overseeing and supporting the Client Success team (6 people).
Key responsibilities:
- Resolving customer account queries
- Working closely with the clients and our internal teams to ensure all services are performed correctly and on time, and meet the relevant criteria.
- Help maintain relationships with our fulfilment customers and execute a “best in class” service that will lead to further success.
- Deliver operational account support to fulfilment customers.
- Monitoring account activities to ensure we achieve the agreed SLA’s.
- To be ‘first point of contact’ for the Client Success team.
- Ensure deadlines are met and all records/logs are kept up to date.
- Daily interaction with customers via. phone and email (when necessary).
- Provide support and solutions to customer queries.
- Identify and ensure delivery of process efficiencies to further enhance the services we offer our clients.
- Ensure customer SLAs are recorded and issued on a monthly basis.
- Liaise in a professional manner with the relevant departments and clients.
- Resolve customer account issues in a timely manner.
- Proactively manage orders that are on hold / back orders and ensure clients are aware of any reoccurring address issues / stock issues.
- Provide feedback to team when required to ensure we create a continuous learning environment.
- Manage carrier and customer claims (including the issuing of credits).
- Support on relevant projects and be willing to take the lead if required.
- Any other relevant duties as required.
You will need:
- Experience managing staff.
- Exposure and experience of customer service, administration and communicating with high value clients.
- Must be confident in use of MS Office.
- Self- driven
- Great communication
- Results- orientated
- Able to adapt to change
- Keen for new experience
- Must have a driving licence and be prepared to travel occasionally to meet clients.