T00109 Customer Care Executive

Job Purpose

To provide nominated customer accounts with a single point of contact for their contract renewals, licence renewals and any other queries they may have.  

Duties and Responsibilities 

  • To provide nominated customer accounts with a single point of contact for their contract renewals, licence renewals and any other operational queries they may have.
  • Ensure the Customers operational requirements are delivered quickly and accurately – freeing up relationship managers to focus on strategy and opportunities
  • Transacting and single POC for all renewal admin and billing
  • Provide assigned Customers with a secondary POC if the relationship manager is unavailable
  • Co-ordination of Customer complaints, liaising with wider business & Quality Control
  • To work with other TSG departments to ensure general account issues are resolved
  • Visit Customers if necessary
  • Ensure all business systems are kept up to date with key customer data
  • Proactively reviewing with customers their operational experience/journey i.e. Case Closure Responses/Customer Care Surveys
  • Proactive re-engagement with lapsed customer in advance of their anticipated renewals to seek options to quote
  • Ensure risk is mitigated where TSG enter into non-standard contract terms with customers
  • Contribute towards continuous improvement and best practice within the department 

Knowledge, Skills and Experience

Your qualifications

  • Educated to GCSE level or equivalent. (English and Maths is essential) 

Your skills & knowledge 

  • IT literate, particularly Microsoft Excel and Office
  • Strong problem solving skills
  • Excellent organisation skills
  • Ability to manage personal workload and work on your own initiative
  • Ability to build rapport and good working relationships with key stakeholders
  • Able to adapt, embrace and lead change
  • Good understanding of terms and conditions and legal obligations in a contract environment 

Your experience 

  • Experience of working in a customer service environment would be beneficial
  • Dealing with senior managers/directors
  • Working within a customer facing environment 

Your behaviours 

  • Demonstrate enthusiasm and proactively seeks opportunities to improve the Customer Care department
  • Demonstrate commitment to the role, team and company, and will go the extra mile when required
  • Demonstrates creativity and reacts positively to new challenges and change
Closing Date: 
Friday, February 23, 2018 - 17:30

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