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Job description

The aim of therole is to be responsible for delivering a great Customer Service experience for Aeroservecustomers to ensure we are delivering a premium end to end service.

Key Responsibilities/Accountabilities

· Providingleading edge “Proactive” & “Reactive” contact strategies to our customers

· Increase NPS year on year. Increase promotors and decrease detractors.

· Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them.

· Manage all customer service processes, remembering that we are becoming more proactive and engagingwithcustomers.

· Co-ordinate customer projects, including mobilisations, special eventsand bespoke requests from the customer.

· Involvement in documenting customer processes.

· Ensure all staff are using Salesforce correctly.

· Ensure Aeroserveis promoted within the wider Business Group.

· Operate in accordance withCompany policies and procedures.

· Comply withresponsibilities as laid down in the Group’s Health & Safety Policy to ensure a safe environment within the department.

Essential Skills and Behaviours requiredfor Success

· Strong influencing and negotiation skills.

· Demonstration of strong financial acumen to understand the impact of commercial decisions on the business.

· Ability to build good, sustainable relationships with Customers and wider functions.

· Self-motivated and the ability to work on own initiative.

· Ability to demonstratedetermination in setting personal objectivesand the achievement of goals.

· Tenacity to deliver exceptional customer service.

· Well organized and methodical in approach to drive accuratesolutions for our customers.

· Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.

· Confident with the ability to challenge poor performanceand deliver marked change for customers.

· Ability to multi-task and be resilient in a high pressured and fast paced environment.

Professional Experience/Preferred

· Target driven& experience of achieving and exceeding stretching targets.

· Account Management & Customer Service experience.

· An understanding of how sales & customer service function align in a portfolio business.

· Understanding of the threat posed by our competitors and how to impact on this.

· Account planning & contact strategy of customers by segment and customer intelligence.

Job Type: Full-time

Salary: Up to £30,000.00 per year

Benefits:

• Company events
• Company pension
• Flexitime
• Free parking
• Health & wellbeing programme
• On-site parking
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Slough, Berkshire: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Account management: 1 year (preferred)

Work Location: In person