Customer Services Executive B2B

2 weeks ago

Huddersfield, United Kingdom Lily Communications Full time

**Customer Service Executive**

Reports to: Customer Service Manager

**Salary**: 24k -27k Monday-Friday

Location : Leeds

**About us**:
Lily is The Home of Digital Transformation. We are a multi award-winning provider of communications and IT solutions for business. We provide a wide range of innovative solutions to small to medium enterprises in the UK, allowing them to future proof their business and achieve success, all whilst lowering costs, increasing revenue and efficiency.

At Lily, we take great pride in what we do, and we are always looking for people that represent our core values of Passion, Performance and Integrity. Working at Lily has often been described as a white-knuckle rollercoaster ride - it’s so fast paced that when it stops, you feel out of breath, but you can’t wait to get back on. We’re proud of who we are - we’re going places - so the only question left to ask is, do you want to come with us?'

**About the Department/Team**:
The B2B Customer Services role sits within our Customer First team. The team is responsible for escalated client queries whereby you will be owning, investigating & proposing solutions on a case-by-case basis. The focus for the department is to improve the customer experience through process implementation and ensure the absolute satisfaction of all our customers.

**What the job is**

You will be managing the overall satisfaction of our customers by taking ownership of escalated queries/complaints. Your role is to fully understand, investigate & problem-solve to come to a solution that meets the expectations of the client & the company. The role requires patience, empathy, and attention to detail to ensure that we deliver a high level of service.

**Responsibilities**:

- Building client relationships - B2B
- Working alongside Head of Service Delivery - owning end-to-end improvements to customer journey/experience
- Upsell/Cross of solutions to improve the customer experience
- Capturing customer feedback and producing insights.
- Investigating cases of customer dissatisfaction & providing a resolution
- Managing leaving notifications (clients leaving one supplier to go to another)
- Calculating termination fees
- Updating our ticketing platform with progress/outcomes
- Documenting processes / improvements
- Liaising with other business areas (Sales, Technical, Provisioning, Accounts)
- Managing & responding to Google & Trustpilot reviews
- Effective problem solving

**About You**:
You will work well under pressure in a fast-paced & growing business. The ability to manage your own time effectively and take ownership of tasks will be crucial. Each case will require you to be proactive in your approach whilst demonstrating empathy & understanding.

**Salary**: £25,000.00-£27,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Gym membership
- On-site parking
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme
- Commission pay

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