Client Support Executive - Work From Home (WFH)

Date Posted: 30+ days ago
Salary:
Remote

Job Description

  • Job Title: Client Support Executive – Full Time
  • Job Type: Permanent
  • Location: UK WFH
  • Hours: 37.5 Monday to Friday with flexibility to work outside of these hours when needed

Reporting to and working closely with your Client Partner. The Client Support Executive role is a critical role that protects Woven’s revenue stream from all clients assigned to you via effective client delivery and management.

You will act as a liaison between key stakeholders both internally and externally across your assigned client portfolio. Both growth and retention are the critical measures of success for this role as well as cross sector expertise to be able to provide extensive confidence in existing and future client bids. You will drive a high energy inspiring and engaging culture that support the company goals of effective client engagement, retention, and growth within the client services division of Woven.

About You

Ideally you will have BPO experience gained from working within a highly competitive and commercial outsourcing environment.

Excellent written and communication skills are a pre-requisite for this role as you will be the first point of contact for key clients on all matters relating to their accounts.

It would be advantageous if you have experience with t-point, digital, telephony, Facilities management, Telecom’s clients.


Requirements

Key Tasks and Responsibilities


  • Ensure 90% retention measured on an annualised basis.
  • Drive sales activity that ensures +20% growth in our revenues via client base on an annualised basis.
  • Minimize risk of credits against financial assumptions through effective leadership of the client relationship.
  • Ensuring optimization of client service level agreements to protect and grow the revenue of the business.
  • Proactively analyse, provide, and deliver MI on client performance in terms of revenue, contribution, ops performance, client complaints volumes
  • Liaise with Clients through a variety of means, Email, calls, and through our Self-Serve technology
  • Provide support and drive advocacy of our client self-serve technology with our clients, increasing their understanding and use of our tools and tech.
  • Provide recommendations to increase contribution, revenue, and client experience through analysing account performance.
  • Act as a customer advocate to drive improvement in the customer experience across the business.
  • Represent Woven well to ensure process consistency and operational efficiency wherever possible.
  • Act as a subject matter expert to drive proactive changes in your account base, to maximize revenues, internal efficiency, and client delight.
  • Delivery of MBR and QBR reporting packs in line with the client framework.
  • Proactively support the implementation and onboarding of new assigned accounts, in conjunction with the Implementation Team and Operations
  • Correctly log all opportunities into our CRM tool and ensure all opportunities, complaints and key client discussions are tracked.
  • Ensure current contracts for all clients within your remit.
  • Obtain positive client testimonials for all clients within your remit.
  • Contribute to thought leadership, digital content and develop a centre of excellence through deliver of leading-edge capabilities for clients and prospects.
  • Successfully increase CSat/NPS through enhancing quality, customer engagement & revenue through insights gained and expertise in the industry.
  • Ensure account plans for all clients as outlined in the client support framework.

Key Attributes

  • Strong communication skills both written and verbal.
  • Excellent relationship building skills, with the ability to maintain existing relationships.
  • Ability to identify and convert opportunities to upsell.
  • Tenacious and driven to achieve targets.
  • A technical or digitally focused background is desired.
  • Previous experience working within a contact centre or BPO desirable.

Benefits

  • 23 days holiday rising to 25 days after 5 years' service
  • 3% Pension Employer Contribution once you hit the qualifying criteria
  • 5% Pension Employee Contribution once you hit the qualifying criteria
  • 4 x Basic Salary Life Assurance

Closing Date 16 July 2021

Please be aware that as part of the internal recruitment process, should you apply for a role, you are giving your consent to your employment records being accessed if requested.

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. If you have a disability or any reasonable adjustment that requires accommodation, please contact us.

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Job Detail

  • Job Id
    4c7de9e7e9d961cb
  • Location
    Remote
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact Woven

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