Customer Success Lead

5 months ago

London, United Kingdom Retail Trust Full time

**Are you looking to work for an organisation with a real purpose - one where there is no limit to fresh ideas and discovering what’s next?**:
**Join us at the Retail Trust.**:
As the charity for everyone in retail, our cause is to create, hope and health and happiness for everyone in retail. Yes, that’s right, everyone. That’s more than three million retail colleagues and their families. And you can help to achieve that mission.

We’re on a journey of transformation, building on what our founders developed 190 years ago and are moving at astronomical pace. We’re looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous.

**Position**:
**Permanent**

**£35,000 per annum**

**Full-time, 35 hours per week, Mon - Fri.**

**Hybrid - 2 days in Covent Garden office.**

We are looking for a Customer Success Lead to drive day-to-day interactions between the internal wellbeing, account management and new business teams to ensure the delivery of the highest levels of support to customers and clients accessing support via the Retail Trust’s wellbeing service.

Reporting to the Head of Operations your daily activities will be pivotal in ensuring the highest levels of customer and client service are maintained, by swiftly and effectively responding to any inbound interactions from customers or clients in relation to services delivered by the Retail Trust.

You will be an excellent communicator who is able to adapt your approach to ensure any issues are de-escalated and a collaborative outcome is achieved in all interactions. The role will be varied and exciting with the potential to be involved with supporting the Account Management team with individual account plans to retain, grow and upsell a range of additional services, and supporting with the development and implementation of strategic engagement plans including deployment of the wellbeing dashboard to reach a range of audiences across our wellbeing customers.

Key tasks include:

- Act as day-to-day contact for the account management and business development teams to provide a pivotal point of contact between customers, wellbeing operations and the account management team.
- Provide support to Account Managers and customers as part of the onboarding of wellbeing services provided by the Retail Trust
- Assist the Account Managers with service promotional activity to drive awareness of Retail Trust services.
- Support the service management in responding to inbound queries and complaints regarding service delivery. Producing high quality written responses and reports as required.
- Ensure full implementation and compliance with Retail Trust policies and procedures and provide feedback on the effectiveness of all policies and procedures.
- Ensure accuracy of all reporting and record keeping, ensuring data input is effective and timely.
- Escalate and share issues of concern if a situation is unsafe or presenting a risk. Taking immediate action to address where appropriate.
- Develop constructive professional working relationships with all internal and external stakeholders.
- To be a client/ Customer champion, by understanding and responding to the needs of those accessing our services, contributing to a culture of client led focus within the wider wellbeing service.
- Support the Head of Wellbeing in the management of risk and service governance, highlighting any concerns or queries for investigations (where appropriate)
- Ensure the identified Key Performance indicators are met when delivering services to clients through reporting services
- Manage all service delivery requirements within allocated budgets

As well as contributing to operational effectiveness of the service, you’ll be expected to ensure that all relevant administrative tasks are also completed.

**Requirements**:
Ultimately, you’ll play a pivotal role in developing the service, ensuring delivery of a safe and effective service to support individuals seeking support through the trust.

What will support your success in the role?

Essential:

- Previous line management experience, as the team will expand in the future
- Excellent customer service and communication skills, with a proven track record of achievement
- Excellent written and verbal communication skills, with the ability to manage complex and challenging customer / client interactions
- Highly organised and able to work to deadlines
- Experience in reporting and presenting to internal teams
- Ability to work pro-actively and self-sufficient
- Flexibility regarding working hours

**Other information**:
We look after you by providing you with:

- A pension scheme of up to 9% employer contributions.
- Market-leading wellbeing and perks package which includes:

- Life assurance of four times your salary.
- A health cash plan, allowing you to claim back on the cost of a number of services such as optical, de

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