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Senior Customer Experience Executive

Chess are currently recruiting for a Senior Customer Experience Executive to join their Customer Experience team.

 

Location: Home Based |    Business Area: Customer Experience   |    Salary: Up to £30,000 dependant on experience

Chess are looking to recruit an enthusiastic and committed individual to join our Customer Experience Team. Success in this role will be demonstrated through managing provisioned Chess services to contracted service levels, delivering a high level of customer satisfaction and developing a value-add proposition. Ultimately, you will ensure customer retention, growth and transformation is delivered.
The successful candidate will work from home reporting directly to the Customer Experience Team Leader.
This is a remote position and the successful candidate will be home based, however, there will be the option to work flexibly from one of our local hubs. Ad-hoc travel to offices within the group and other locations may be required on occasion.
Duties to include but not restricted to:
  • Constantly focus on improving the customer journey and making Chess ‘a great place to be a customer
  • Manage key customers by communicating effectively with the relevant internal teams and stakeholders identifying issues, risks, project goals and objectives
  • Development, maintenance and retention of customer relationships
  • Achieving agreed service levels in line with our MSA
  • Ability to carry out advanced troubleshooting activities and provide resolution to customer queries
  • Ownership of customer accounts in an Escalation and Complaint status
  • Work with carriers, customers and internal teams on their speedy resolution
  • Lead internal and customer meetings with thorough documentation and rigorous follow-up
  • Manage customer and project documentation, communications, meetings and required meeting follow ups
  • Prepare and present service reports to customers as and when required
  • Create, implement and track relationship roadmaps with the Customer Relationship and Account Managers
  • Continually seek to improve service delivery performance
  • Determine areas for process improvements for the customer
  • Work with key stakeholders to implement and document
  • A thorough understanding of core Chess products and services
  • A thorough understanding of the Credit Control and TOS process
  • Identify up-sell opportunities across the range of Chess products and services
  • A thorough understanding of the Credit Control and TOS process
  • Proactively chase customers regarding outstanding debt and manage any queries on the back off calls.
  • Managing various debtor ledgers
  • Negotiating payment plans and settlement of outstanding debt
  • Updating internal systems including CRM systems, Sage 200 and ledgers, statement reconciliation
  • Allocation of payments to accounts and invoices
Skills & Qualities you will need to demonstrate:
  • Ability to work under pressure and meet deadlines
  • Ability to work under own initiative as well as part of a team
  • Ability to communicate effectively with team members and members of the Senior Management Team
  • Analytical skills
  • Can do attitude, thrives on problem solving and seeing the solution through to successful resolution
  • Good computer skills
  • Good literacy skills
  • Experience in reporting and presenting 
  • Experience within the Telecoms Industry
  • Familiarity with or accreditation of DMAIC methodologies and processes or equivalent
  • Competent user of MS Office, including Word, Excel, PowerPoint, Visio, Project and Outlook
Package Details

Basic salary: Up to £30,000 dependant on experience.

Benefits include: Pension, Health Care, Life Assurance, Loyalty Scheme, Salary Sacrifice Scheme, Mental Health support channels and access to employee benefits platform, Perkbox. This gives you access to hundreds of ‘Perks’ giving you great discounts. Whether it be days out, your weekly food shop, a clothes shopping spree on the high street and many more.

Hours: 37½ hours per week Monday to Friday, normal office hours apply.

Holiday Allowance: 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.

 

“Play Your Part”

​Our growth creates opportunity for everyone to progress their career, to develop knowledge and skill, 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. We believe that “if you’re not growing, we’re not growing”.

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Please email your CV and covering letter to our Recruitment Department at: recruitment@chessict.co.uk.

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