- Dealing with customer queries through to resolution
- Reviewing and processing data relating to customer accounts
- Following agreed processes and procedures to ensure service standards are consistently achieved
- Identifying and pursuing up-sell and cross-sell opportunities
- Owning the renewal process; reviewing contract data and preparing renewal terms for your allocated contracts
- Working towards and achieving customer retention targets
- Salary of £22,000
- Discretionary annual company bonus and yearly salary review
- Up to 10% pension
- A flexible working approach, the role will be in Manchester city centre with some home based working available (you must have suitable Wi-Fi, and provide your own office set up for days spent working from home)
- 25 days leave per year plus bank holidays (and an extra day off on your birthday to celebrate you)
- Option to buy and sell extra holidays
- Development opportunities across the business
- 2+ weeks training with our Quality Control Team learning about our business, systems and processes
- A fun and supportive team
- Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
- The support of a superb employee assistance programme
- Opportunities to attend volunteer days
- Company contribution to charity fundraising you participate in; we want to support charities you are passionate about
- Employee Suggestion programme; because we value input from everyone in the BES Group
- Ability to communicate effectively via the phone and in writing to different types of customers
- Experience working with data and using data to make decisions
- Ability to build and develop relationships
- Experience spotting, and developing sales opportunities
- Experience working towards and achieving targets (ideally retention targets)
- The ability to operate in and support a very busy team, whilst managing your own workload efficiently.
Customer Service Team Member - Manchester, United Kingdom - BES Group
Description
The BES Group are the leading end to end solution provider in the Testing, Inspection, Certification and Compliance sector. Our team of experts (hand-picked by our Careers Team) cover an extensive range of engineering services.
We've gone from strength to strength over recent years, welcoming the very best risk management businesses to our Group. As a result, we've grown both our team of experts and our suite of solutions in line with our customer's needs. We're private equity backed, which means we have the flexibility and support to move quickly and grow faster than any other company in our industry. We're innovative and forward thinking and have the awards to prove it, but most of all we're focused on helping make sure our customers leave nothing to chance.
Our head office is based in central Manchester and is the home to many of our central functions. Due to continued business growth, we are delighted to be recruiting for a Customer Service Team Member to join our brilliant team.
What will I be doing?
As a member of our Customer Service Team, our Engineers and Customers will count on you to provide excellent (some may say refreshing) customer service support. As the first point of contact for our customers you will listen and review their needs to ensure the best possible outcome. You will be focused on contract renewals and customer retention and we'll also expect you to proactively identify ways to improve the customer experience at every opportunity. We'll be looking for you to apply negotiation techniques to retain business and up-sell all BES Group products and services. Some of your responsibilities will include:
This is a great opportunity to continue your customer service career, working Monday to Friday (no more weekends, hooray)
What makes BES Group a great place to work?
We genuinely care. It's basic, human instinct that runs through every person that works at BES Group. Knowing we always do the best job we can with absolutely no compromise means everything. If you work for us, you will get the below and, so much more:
What experience do I need?
Our team consists of the best Customer Service Team Members, we should know, we trained them You don't need heaps of experience, just the right attitude, aptitude and appetite for what we do.
You will offer:
To apply for this role, simply click "Apply". We ask for some basic contact information and a CV or your LinkedIn profile, it's that easy Please keep in mind, successful candidates will be required to complete the relevant background checks as part of the recruitment process.
We want to inspire everyone to see how important safety is and we expect the same from our people. And if you're on the same page as us about that and you've got the right skills, experience and attitude, you'll fit right in. Simple. We're all about diversity and inclusion and that means we want our people to be themselves. We're delighted to be an equal opportunities employer and that will never change
BES Group, Your Safety, Our Focus.