Customer Success Outreach Executive

**Customer Success Outreach Executive**

**Location**:Hybrid working position **| Business Area**:Customer Support **| Salary Details**:Up to £25,000 plus monthly bonus when KPIs are met.

We’re looking for a proactive and customer-focussed individual to join our Customer Support team as a Customer Success Outreach Executive. This role is pivotal in strengthening customer relationships, reducing churn, and supporting organic growth by engaging with our customer base through regular outbound calls.

Reporting to the Customer Support Director, You will be responsible for contacting customers across all segments (Enterprise, Corporate, Business and Small Business) on a scheduled basis to ensure customer satisfaction, identify potential issues early on, update account information, and generate qualified leads for our Sales team.

“a **great** place to work, a **great** place to be a customer”

**Responsibilities, not limited to**:

- Make regular outbound calls with a focus on achieving meaningful customer conversations.
- Contact customers based on their business segment, following a set schedule for each group.
- Conduct structured conversations to:

- Promote our product portfolio and generate leads for the Sales team.
- Identify and log any service issues for resolution.
- Collaborate with Service and Sales teams to ensure smooth handover of tickets and leads.
- Maintain detailed records of customer interactions and outcomes.
- Meet and exceed KPIs aligned to call quality, lead generation, and data accuracy.
- Contribute to customer satisfaction and retention strategies.
- Proven experience in customer service, telesales, or account management.
- Excellent communication and interpersonal skills.
- Strong attention to detail and data accuracy.
- Ability to work independently and manage time effectively.
- Comfortable working in a fast-paced, target-driven environment.

**Performance & Rewards**:

- KPIs will be set around call volume, successful contacts, lead generation, and data quality.
- A monthly bonus will be awarded for achieving or exceeding KPIs.
- Ongoing performance reviews to ensure targets remain realistic and impactful.

**Why join Chess?**

Chess is one of the UK's leading independent and trusted technology service providers, employing over 360 skilled people across the UK, supporting over 21,000 UK businesses.

Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit.

We're extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than 14 years in the top 100.

Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business.

We believe that **“if you’re not growing, we’re not growing”.**

**Salary details**:
Up to £25,000 plus monthly bonus when KPIs are met.

**Benefits include**:
**Health & Wellbeing**
- UK Healthcare (opt-in) for access to private healthcare support
- Healthcare support - eye tests, flu jabs, on-site health screens
- Mental health support for your wellbeing
- Wellbeing Day - available after 1 year
- Half-Day Friday
- Hybrid Working Support - allowance towards a desk and chair
- 20 days paid holiday, increasing with service to 24 days, plus public holidays
- Buy & Sell Holidays Scheme - 2 opportunities per year to buy or sell up to 5 holidays

**Rewards & Recognition**
- Access to Perkbox: hundreds of discounts on shopping, travel, fitness and much more.
- Loyalty Point Scheme - Earn yearly points based on your tenure, starting from your second year, to unlock enhanced benefits and rewards
- £100 matched charity donation annually, plus payroll giving options
- Recognition platform - celebrating your achievements and milestones

**Career Growth & Culture**
- Learn 2 Earn Scheme - bespoke development to boost your salary
- Regular team engagement events - from socials to celebrations
- A culture that values tenacity, creativity and collaboration

**Hours**:
A standard week is 37½ Monday to Friday

**Working location**:
Flexible, hybrid working position.

This is a flexible hybrid position; however, you will be required to attend Chess hubs or customer sites as requested in advance by your leader. These visits will be scheduled with reasonable notice and are considered an essential part of your role to support collaboration, customer engagement, and team alignment.

**Is Chess the place for you?**

**Job Types**: Full-time, Permanent

Pay: Up to £25,000.00 per year

**Benefits**:

- Cycle to work scheme
- Employee discount
- Flexitime
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Matching gift scheme
- On-site parking
- Referral programme
- Work from home

Work Location: Hybrid remote in Alderley Edge SK9 7JP