Client Relations Advisor

Client Relations Advisor

Basingstoke

£30k -£32k

The Business

We are a dynamic and fast paced telecommunications business with nearly 60 years’ experience with a reputation for excellent customer service and unrivalled career development.

Each customer is at the heart of our business where we strive to design, deliver and support the very best solutions to underpin their business and daily operations, all supported by our in-house industry leading technical specialists.

Our services combine the multiple disciplines below where we overlay each with comprehensive service and high-touch account management.

• Hosted IP Telephony
• Data Connectivity
• Business Mobile
• Managed IT Services
• Cyber Security

The Team

You will join the Client Relations team where comprehensive training and support will be provided from the beginning to enable your success in post and development opportunities within the business. You will be working alongside a driven and ambitious team keen to support you.

The Role

The position will suit a highly driven and motivated individual, someone who is well organized with a keen eye for detail but most importantly, exceptional customer service skills.

The Client Relations Advisor will report directly to the Client Relations Manager where the key area of focus will be Customers Leaving. Once notification of a Customer Leaving is received, you will then triage the case to understand the customers current situation, then decide the best course of action to engage with the customer where the ideal outcome would be to retain them on a renewed contract.

If the customer is a confirmed leaver, a 'Customer Leaving’ letter would be sent to them where you would also confirm any Balance of Contract Charges payable. You would then track these Balance of Contract Charges until payment is received.

For Customers Leaving, you are also responsible for checking that all services associated to the customer’s account have been correctly ceased for billing and in addition, they have correctly ceased with the carrier to ensure that the external charges to business are not ongoing. Any stray services left behind to remind the customer they need to be ported.

For any services left behind after the customer notification period, you will arrange for a Service Retention Fee to be applied to the customer’s account.

In addition, you will also manage Credit Control Escalations along with customers who fall into either Liquidation or Administration.

In return, you will receive an Excellent Basic Salary plus Bonuses.

Skills & Experience

• Excellent Communication & Presentation Skills
• Self-Motivated & Driven
• Business Acumen & Entrepreneurial Flair
• Key Eye for Detail
• Customer Focused
• Committed to deliver the best possible customer experience
• Initiative & Problem Solving
• Computer Literacy
• Team Player
• Resilient