Customer Care Manager

TEAM: CUSTOMER CARE  LOCATION: UK
 
The role is to be part of a small team whose objective is to protect, and where possible, grow the revenue from our smaller accounts by ensuring regular contact and high level of satisfaction. We may be a small part of their world, but we want them to feel an important part of ours!  

Role Objectives and Responsibilities:


The Customer Care team is a function within Pure IP aimed at managing and maintaining the business and relationships with our smaller accounts. 

 

The Customer Care Manager will be responsible for and manage: 

  • Ensuring regular customer contact across the allocated accounts 
  • Ultimately the retention of the smaller accounts in terms of revenue and numbers 
  • The monitoring of the customer satisfaction among the allocated customers 
  • Handling all small commercial enquiries emanating from the Customer Care team accounts 
  • Coordination with the sales activity where necessary 
  • Encourage and support the customers to utilise the tools available to them within the Customer Portal 
  • Working across all business areas to ensure that the customers non-commercial enquiries are handled and closed off satisfactorily  
  • Gather and collate customer feedback for management insight 
  • Maintaining the accuracy of records and activities within Salesforce 
  • Ensure the Salesforce reports related to the business activities of the team are accurate and maintained. 
  • Ensuring Customer Care account and contact data is kept up to date at all times 
  • Identifying commercial opportunities within the Customer Care accounts and coordination with the account management team to get them satisfied. 
  • Identify potential growth accounts and support their development  
  • Ensure all the Customer Care accounts meet Pure IP’s basic business trading criteria in terms of payment methods and technical solutions 
  • Use the available information (eg. utilisation info; financial/billing status; call records) to identify risk accounts and highlight them to the relevant business areas. Where appropriate and agreed, support activities to reduce the risks. 
  • Maintain an up-to-date list of growth and risk accounts as well as cancellations (the latter to be done in coordination with the Sales Administrator).   
  • Provide insights and market feedback into the business based on discussions with customers 
  • Support and develop Marketing initiatives (including campaigns and events) to the Customer Care Team accounts 
  • Be proactive in suggesting new ideas and activities for developing the function and customer care activity. 
  • Proactively consider the development of the Customer Care Team function and activities 
  • Where possible, increase the customer life span by tying them into longer contracts 
  • Be aware of the requirements for classification and handling of all information accessed or processed, as is defined within Pure IP’s Information Classification and Handling Policy. Paying close attention to customer confidential data received, processed and shared. 
  • Attend all Security Training sessions, and follow company’s Security Incident Management Process to report security events 
  • Follow guidelines for physical security of the equipment provided and observe clear desk and clear screen policy as defined in company’s Physical and Environmental Security Policy 

Key Deliverables:


  • Proactive outbound contact to be made 
  • Where possible develop positive, trusted relationships 
  • Processing commercial enquiries by supporting customers with using online ordering capabilities or getting quotes raised 
  • Facilitate the actioning of non-commercial enquiries (eg. Support and technical) and following-up with post event calls 
  • Be actively involved in customer campaigns with the Care Customers 
  • Monitor & feedback on the customer satisfaction among the smaller accounts under the team’s ownership  

Targets


Retention targets: 

  • Manage and monitor retention levels both from a revenue and number of customers perspective to ensure maximum retention levels achieved 

 Engagement target: 

  • Demonstrate (& record) meaningful contact with each Customer Care account within the agreed cadence 

 Growth: 

  • Identify and nurture opportunities within the Customer Care accounts that can be handed into the account team to grow the commercial business.  

 Reporting: 

  • Joint responsibility to maintain a weekly activity tracker and create a monthly report on key performance and insight data 
  • Feedback market /customer insights and intelligence when it is discovered  
  • Proactively track and report on any specific campaigns toward or involving the Customer Care accounts 

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