Due to our commitment to delivering excellence at every step of our customer journey we are seeking someone to join our business and be dedicated to managing all elements of customer care and communication. The succesful applicant will be able to demonstrate a proven track record in customer services management together with process design and implementation. This is a full time position based from home with a highly progressive approach to work (find out more about how we work here; https://www.iw.group/about-iwp/careers/

The Role

You will have accountability for our entire customer base and will be expected to achieve KPIs, metrics and deliverables to support the delivery of the overall customer excellence target and deliverables.

You will support your customer base through the journey, through handover, timely introductions, onboard, and then ongoing account management including regular business reviews.

You will have strong interpersonal and communication skills across a variety of channels, particularly on the phone, via video call (MS Teams, Zoom etc) and email. You will be naturally inquisitive and driven to deliver great account management and customer success for every customer.

Core Activities

  • To deliver your KPIs, metrics and deliverables on a daily and weekly basis
  • Support customers directly using e-mail/video calls, telephone, helping to resolve their issues and educate them about the wider use of our portfolio of services, all whilst delivering an exceptional customer experience
  • Maintain thorough and accurate records through the CRM applications
  • Deliver timely weekly reports on upcoming challenges along with clear solutions and timelines
  • Identify and promote opportunities – upselling

About You

You will have extensive Customer Success or Account Management experience with a desire to succeed in a rapidly growing organisation. You will be one who works well to deadlines, can easily multi task, is self-motivated and can easily initiate relaxed but informative two-way conversations with customers.

This is a senior level position with good career progression. You will be a self starter, who is comfortable in managing their workload to set timelines whilst still delivering excellent results.

In the first instance, please send your CV and a covering letter to talent@iwpgroup.co.uk