Client Services Manager

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Heard of us?

We're an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we're committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

Job Purpose

The role of Client Services Manager within our Mid-Market team is important to us. You will work closely with named Account Managers (AM) to support their Enterprise clients with day-to-day requests regarding their mobile phones, networks and Telecoms. You'll be a natural communicator who thrives on engaging with customers - helping to resolve issues, discuss new products and find opportunities to add value.

We would love to welcome you to our Shrewsbury office, with the working hours of Monday - Friday 8:30am - 5:00pm/9:00am - 5:30pm.

Your responsibilities day to day will be:

• Process resigns and new connection orders for your named accounts.
• Attend monthly/quarterly service review meetings with AM where required (either F2F or on Teams).
• Ensure phone answering takes priority and is answered in line with company guidelines (3 rings).
• Reporting and taking full ownership of any reports carried out.
• Log all relevant queries on CRM system, ensure SLAs are met and notes are kept up to date on ongoing cases.
• Resolve all 'owned' queries in line with company guidelines/SLAs.
• Manage customer expectations always - quoting realistic timeframes to complete tasks.
• Pass any sales opportunities identified through customer conversation to AM.
• Providing assigned AM with support on tariff guides, commercial bonuses and promotional offers relevant to their accounts.
• Provide support with additional connection paperwork and opportunities on Salesforce where necessary.
• Ensure Salesforce rules are adhered to in line with company requirements.
• Continual Improvement - Identify process or procedures, providing evidence of change details/benefits to your Line Manager.
• First line technical support where required.
• Keep up to date on Radius Telecoms & IT product portfolio.
• Complete purchasing in line with company guidelines - ensuring best price is achieved and that bespoke pricing is managed and kept up to date with the customer.
• Escalate queries where necessary with the network or Line Manager, following the relevant process.
• Ensure AM is kept up to date with any risks/escalations within their account base.

What do we expect of you?

• Experience in an admin heavy/office environment.
• Telecoms knowledge/experience in the industry is essential.
• The ability to prioritise tasks, with strong organisational and time management skills.
• Able to adapt and succeed in a fast paced, changing environment.
• Strong communication skills, with the ability to communicate at all levels.

What can you expect of us?

• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.

And of course, you will be compensated competitively along with bonus potential and a good range of core benefits.

Still curious?

If you're interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background

We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

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