Customer Support Executive

RESPONSIBLE TO: Managing Director

PURPOSE:

As a Support Executive at Team Partners Telecommunications, your primary responsibility is to provide comprehensive support to clients and the team. You will handle client & supplier interactions, manage records, and assist with various tasks as required.

No industry specific or technical knowledge is required since we provide full training.

KEY ACCOUNTABILITIES:

Client & Supplier Interactions:

• Respond to client inquiries promptly via phone and email.
• Liaise with suppliers and other team members to ensure that client issues are resolved.
• Schedule appointments or meetings with clients as necessary.
• Liaise with clients to ensure their needs are addressed effectively.

Record Management:

• Maintain accurate and up-to-date client records in the database.
• Assist in adding and updating client information as required.

Office Operations:

• To support the MD and team in the day-to-day running of the office.
• Organize and maintain office systems, including filing, data management, and general office upkeep.

Administrative Support:

• Assist with processing orders and handling billing inquiries.
• Collaborate with team members to address faults and resolve issues.
• Support the monthly bill run process.

Purpose & Frequency of Contact with Others:

• Clients: Regular contact via phone and email, occasional in-person meetings.
• Suppliers: Regular contact via phone and email, occasional in-person meetings.
• Line Manager (Stuart Sermon): Daily communication for task allocation and support.
• Colleagues: Daily interaction for collaborative work and task support.

PERSON PROFILE:

Knowledge

ESSENTIAL

• Office systems and processes to ensure efficiency throughout

DESIRABLE

• Worked in service environment Led a customer services team
• Developed key account relationships
• Use to using support CRM databases
• Use to using sales order processing systems and CRM databases

Skills and abilities

ESSENTIAL

• Hands on ability but able to take a more strategic view to continuous improvement activities
• Good interpersonal skills Excellent organisational skills Excellent time management skills
• A confident and outgoing manner
• Excellent customer care skills
• Able to work on own initiative
• Good problem-solving skills
• Excellent communicator
• Listening skills
• Analysing data

DESIRABLE

• An understanding of changes in Telecomms market
• Worked with sales teams

Experience

ESSENTIAL

• 2-3 years in customer support / sales experience with a high-volume output.

DESIRABLE

• Development of support/office procedures.

Behavioural Competencies

ESSENTIAL

• Calm and decisive
• Customer centric
• Excellent communication skills
• Self-motivated and proactive
• “Can do” attitude
• Able to build rapport
• Positive, drive, enthusiasm and determination
• Hands on Proficient and works independently
• Logical thought processing
• Common sense

DESIRABLE

• Commercial awareness and an ability to work to targets
• Continuous improvement in previous roles where actions have benefited the company.

Job Types: Full-time, Permanent

Pay: £25,000 – £30,000 per year

Benefits:

• Company pension
• Cycle to work scheme
• On-site parking
• Private medical insurance

Education:

• GCSE or equivalent (preferred)