Client Services Manager
Job Description
The role of Client Services Manager is important to us. You will work closely with named Account Managers (AM) to support their clients with day-to-day requests regarding their mobile phones, networks and Telecoms. You'll be a natural communicator who thrives on engaging with customers - helping to resolve issues, discuss new products and find opportunities to add value.
We would love to welcome you to our Shrewsbury office, working hours of Monday to Friday 8:30am – 5:00pm or 9:00am – 5:30pm.
Your responsibilities day to day will be:
Process resigns and new connection orders for your named accounts.
Attend monthly/quarterly service review meetings with AM where required (either F2F or on Teams).
Ensure phone answering takes priority and is answered in line with company guidelines (3 rings).
Reporting and taking full ownership of any reports carried out.
Log all relevant queries on CRM system, ensure SLAs are met and notes are kept up to date on ongoing cases.
Resolve all ‘owned’ queries in line with company guidelines/SLAs.
Manage customer expectations always – quoting realistic timeframes to complete tasks.
Pass any sales opportunities identified through customer conversation to AM.
Providing assigned AM with support on tariff guides, commercial bonuses and promotional offers relevant to their accounts.
Provide support with additional connection paperwork and opportunities on Salesforce where necessary.
Ensure Salesforce rules are adhered to in line with company requirements.
Continual Improvement - Identify process or procedures, providing evidence of change details/benefits to your Line Manager.
Keep up to date on Radius Telecoms & IT product portfolio.
Complete purchasing in line with company guidelines – ensuring best price is achieved and that bespoke pricing is managed and kept up to date with the customer.
Escalate queries where necessary with the network or Line Manager, following the relevant process.
Ensure AM is kept up to date with any risks/escalations within their account base.
The role of Client Services Manager is important to us. You will work closely with named Account Managers (AM) to support their clients with day-to-day requests regarding their mobile phones, networks and Telecoms. You'll be a natural communicator who thrives on engaging with customers - helping to resolve issues, discuss new products and find opportunities to add value.
We would love to welcome you to our Shrewsbury office, working hours of Monday to Friday 8:30am – 5:00pm or 9:00am – 5:30pm.
Your responsibilities day to day will be:
Process resigns and new connection orders for your named accounts.
Attend monthly/quarterly service review meetings with AM where required (either F2F or on Teams).
Ensure phone answering takes priority and is answered in line with company guidelines (3 rings).
Reporting and taking full ownership of any reports carried out.
Log all relevant queries on CRM system, ensure SLAs are met and notes are kept up to date on ongoing cases.
Resolve all ‘owned’ queries in line with company guidelines/SLAs.
Manage customer expectations always – quoting realistic timeframes to complete tasks.
Pass any sales opportunities identified through customer conversation to AM.
Providing assigned AM with support on tariff guides, commercial bonuses and promotional offers relevant to their accounts.
Provide support with additional connection paperwork and opportunities on Salesforce where necessary.
Ensure Salesforce rules are adhered to in line with company requirements.
Continual Improvement - Identify process or procedures, providing evidence of change details/benefits to your Line Manager.
Keep up to date on Radius Telecoms & IT product portfolio.
Complete purchasing in line with company guidelines – ensuring best price is achieved and that bespoke pricing is managed and kept up to date with the customer.
Escalate queries where necessary with the network or Line Manager, following the relevant process.
Ensure AM is kept up to date with any risks/escalations within their account base.
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