Junior Customer Experience Account Manager

Job description

Location: Hemel HempsteadSalary: £24,784.50 + OTEHours: Monday – Friday, 9am – 5.30pmYou will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity and maximise customer retention, through office-based support.Key Tasks: Support your customer base by managing and exceeding expectations.Identify and create opportunities that benefit your customers.Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.Handle both incoming and outgoing customer sales and service calls.Create and manage various cases through CRM.Work through your call alerts, and check for signs of fraud.Develop product knowledge to educate customers in alternative services. E.g. Mobiles, Connectivity, VoIP.Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved.Handle general billing queries.Understand & pre-empt competitor risk.Use company reporting mechanisms to prioritise your daily/weekly actions.Handle customer feedback and complaints both on the phone and in writing.Assist other departments to resolve customer-based challenges.Skills & Experience: Customer service or Sales experience.Excellent communication skills.A proactive, positive (win-win) attitude.Office 365 knowledge desirable but not essential.Someone who thrives in fast paced environments and can easily adapt to change.Proactive approach and ability to bring new ideas to the team.Ability to forge lasting relationships with customers and partners.Good time management skills and ability to prioritise workload.Additional Benefits: 21 Days' holiday rising to 25 after 5 years of serviceBirthday offChildcare vouchersEmployee mobile packageHoliday Purchase schemeRetail discountsDiscounted gym membershipWe Offer: A competitive salary and bonus structureFull trainingOngoing personal developmentA bus and fun working environmentSCG is proud to be an equal opportunities employer.We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

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Extra information

Status

Open

Education Level

Secondary School

Location

Hemel Hempstead

Type of Contract

Full-time jobs

Published at

21-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English