Customer Experience Specialist

6 days ago

Cardiff, Cardiff, United Kingdom Alcumus Full time
Join a Leader in Compliance

We're Alcumus, a global network of responsible buyers and suppliers. Our mission is to create a better working world by building relationships that promote compliance and sustainability.

As a Senior Customer Success Executive, you'll play a crucial role in our growth plans. Your primary responsibility will be to renew customers' SafeWorkforce consultancy subscriptions. This involves building strong relationships with customers, ensuring service expectations are met, and exploring opportunities to maximise our services for successful renewal.

With a customer-centric approach, you'll communicate effectively with our customer base via phone calls and emails. You'll need to possess commercial acumen, taking an assertive role in delivering agreed KPIs aligned with the company's ambitious growth plans.

Key responsibilities include:


  2. Preparing for each customer meeting with a thorough understanding of their known experience, based on internal and external insights.
  3. Taking a consultative approach with customers, using effective questioning and active listening to understand their challenges.
  4. Responding to customer queries regarding membership features and benefits, including basic health and safety requirements.
  5. Using a structured approach to task management, prioritisation, and pipeline management.
  6. Building and articulating a weekly productivity plan to ensure milestones are set and achieved.
  7. Identifying and interpreting risks and issues in the data that could influence churn, implementing strategies to improve processes.
  8. Engaging customers over phone and email to discuss service expectations and changes to renewal costs.
  9. Accurately consolidating all customer engagement recorded within the CRM system.
  10. Administering sales involving processing payments, issuing proposals, and contracts.
  11. Maintaining accurate information in the CRM system related to customer accounts.
  12. Recommending new ideas and methods of working to achieve high conversion rates of customers renewing memberships.
  13. Welcome feedback and coaching with a continuous improvement mindset through weekly call recording sessions.
  14. Contributing to group coaching sessions and discussions with an objective and progressive ethos.
  15. Achieving individual and team targets and KPIs.
  16. Taking a proactive approach and communicating with wider teams to ensure an efficient and slick customer experience.
  17. Working autonomously and responsibly, with optional concessions to enhance the customer experience.
  18. Composing professional and compelling email communication to engage members, sharing best practices with the team.
  19. Encouraging customers to gain more value from their membership via additional SWF/SHR services and Alcumus products (upsell and cross-sell).


To succeed in this role: You'll need experience in telesales and objection handling, preferably in a B2B subscription-based retention function. A positive attitude, proactive approach to customer experience, excellent organisational skills, and attention to detail are essential. You'll also need a proven track record of exceeding target expectations.

At Alcumus, we offer a hybrid workplace policy, allowing you to work from home 3 days a week. We provide various ways to support your well-being, including enhanced parental leave, generous annual leave, healthcare plans, and cycle-to-work schemes. We're committed to creating an inclusive environment where everyone feels safe and empowered to be themselves.

If you're interested in this opportunity, expect an initial discovery call with the recruiter, followed by a first-stage interview via Microsoft Teams and potential additional interviews with stakeholders. We're keen to accommodate any adjustments you may need during the hiring process.

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