We’re looking for a proactive and customer-focussed individual to join our Customer Support team as a Customer Success Outreach Executive. This role is pivotal in strengthening customer relationships, reducing churn, and supporting organic growth by engaging with our customer base through regular outbound calls.
Reporting to the Customer Support Director, You will be responsible for contacting customers across all segments (Enterprise, Corporate, Business and Small Business) on a scheduled basis to ensure customer satisfaction, identify potential issues early on, update account information, and generate qualified leads for our Sales team.
“a great place to work, a great place to be a customer”
Key Responsibilities:
- Make regular outbound calls with a focus on achieving meaningful customer conversations.
- Contact customers based on their business segment, following a set schedule for each group.
Conduct structured conversations to: - Promote our product portfolio and generate leads for the Sales team.
- Identify and log any service issues for resolution.
- Ensure account data is accurate and up to date (email, contact details, address).
- Collaborate with Service and Sales teams to ensure smooth handover of tickets and leads.
- Maintain detailed records of customer interactions and outcomes.
- Meet and exceed KPIs aligned to call quality, lead generation, and data accuracy.
- Contribute to customer satisfaction and retention strategies.
Key Skills & Responsibilities:
- Proven experience in customer service, telesales, or account management.
- Excellent communication and interpersonal skills.
- Strong attention to detail and data accuracy.
- Ability to work independently and manage time effectively.
- Comfortable working in a fast-paced, target-driven environment.
Performance & Rewards:
- KPIs will be set around call volume, successful contacts, lead generation, and data quality.
- A monthly bonus will be awarded for achieving or exceeding KPIs.
- Ongoing performance reviews to ensure targets remain realistic and impactful.
What's in it for you?
Salary up to £25,000 per year, plus monthly commission when KPI's are met. Plus, a bespoke learn to earn scheme to boost your career and salary!
Your Benefits at Chess:
We care about your health, wellbeing, and career. Here’s what you’ll enjoy:
- Private healthcare (free after 1 year)
- Eye tests, flu jabs, and on-site health checks
- Mental health support from trained First Aiders
- A Wellbeing Day after 1 year
- Half-Day Fridays—start your weekend early!
- Hybrid working support with a home office allowance
- 20 days holiday (rising to 24 with service) plus bank holidays
- Buy or sell up to 5 holidays twice a year
- Perkbox discounts on shopping, travel, fitness, and more
- Points-based rewards from year 2
- Charity donation matching (up to £100)
- Recognition platform to celebrate your wins
- EE SIM offers for you and your family
- £1000 referral bonus
- Learn 2 Earn scheme to boost your salary
- Team socials and celebrations
- Bespoke onboarding and leadership training
- Dedicated Culture Team to support you
Working Hours & Location:
A standard week is 37½ Monday to Friday
Flexible, hybrid position with a home-first working policy. Allowing you to enjoy the flexibility of working from home whilst also having the option to work from one of our many local hubs spread throughout the UK. Ad-hoc travel to offices within the group and other locations may be required on occasion.
Why join Chess?
Chess is one of the UK's leading independent and trusted technology service providers, employing over 280 skilled people across the UK, supporting over 18,000 UK businesses.
Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit.
We're extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than 17 years in the top 100.
Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business.
Equal Opportunities Statement
At Chess ICT, we value diversity and are committed to creating an inclusive workforce. We want to make sure everyone has a fair chance and opportunity throughout the application process. If you require any adjustments during your application or interview, please feel comfortable reaching out to our recruitment team so we can support you.
We believe that “if you’re not growing, we’re not growing”.
