Midas Recruitment Ltd

7 High Street

Sutton Coldfield 

B72 1XH

0121 321 2444

admin@midasrecruitment.co.uk

www.midasrecruitment.co.uk

Duties:

To assists and contribute  to the operational effectiveness of the department and the company's objectives.

• To nurture and build long-term customer relationships with assigned customers by being the first point of contact for all queries, training, support and engagement;
• Drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs;
• Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers;
• Gain a deep understanding of the customers needs and identify any cross and up-selling opportunities;
• Enhance the customer experience and provide proactive technical and product support throughout the customer lifecycle;
• To be the  voice of the customer , working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations;
• Record all customer interactions via a CRM system and maintain accurate customer records
• To manage customer accounts throughout their whole lifecycle and proactively renewing contracts;
• Conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable;
• Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services;
• Building effective relationships with the Commercial and Operational teams to ensure the business supports your customers needs, managing issues and seeing these through to resolution to ensure a smooth customer journey;
• Work collaborative with the Commercial teams and feeding into marketing initiatives and product development;
• Closely monitor and measure key customer metrics in order to track product performance and customer satisfaction;
• Analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities;
• To deal effectively with customer complaints according to Company procedures;
• Maintain courtesy, professionalism and high standards of presentation in all communications with current and potential customers;
• Retain as confidential all information protected by the Data Protection Act;
• Comply with your obligations under the Company's data protection, information security and other relevant policies, when handling personal data or special categories of sensitive data;
• Carry out appropriate clerical and general duties as may be required from time to time by the Manager.

Experience required:

Significant account management experience including:

• Strong customers service delivery
• Achieving sales through service
• Retention and managing contracts reviews
• Establishing rapport and building strong relationships with customers
• Managing, resolving and responding to complaintsLiteracy,

• Ability to work under pressure and achieve targets
• Excellent administrator with ability to plan, organise and prioritise tasks
• Excellent interpersonal and communication skills, both written and verbal
• Strong analytical skills with the ability to source and present management information
• An enthusiastic and self-motivator
• Desire to succeed
• A focused individual and team player

Additional information:

• Location - Remote/Home Working with flexibility to attend office in Birmingham Head Office and Customer Sites as required
• 37.5 hours per week Monday to Friday (08:30am to 5:00pm with 1 hour lunch break - unpaid)

Full Benefits package:

• Company Health Cash Plan (Silver Level) paid for by the client

• 26 Days Holidays per year plus 8 bank holidays (UK)
• Life Style Leave Day for moving house or for your child starting school.
• Refer an employee scheme - financial incentives for recommending a successful candidate to the company.
• Connect App which includes 100s of discounts for shops, restaurants and hotels as well as health benefits such as 24/7 GP access, access to free counselling services and reduced gym memberships as well as access to free financial, wellbeing and legal advice.
• Eye test vouchers and vouchers towards the cost of glasses.
• Company Pension Scheme via Aviva.
• Salary Sacrifice schemes via VIVUP including the option to purchase electrical goods and furniture via salary sacrifice.
• Option to purchase up to 5 days extra holiday per year.
• Enhanced maternity and paternity leave.

If you require any further information, please contact:

Karla Watts on 0121 321 2444.

Office Use Only:-

Division - Comm

Service - REGISTER