To deliver a high level of customer service delivery to a range of customers across all sectors within the ASL portfolio ensure the customer experience is a positive one. Onboarding new customers, establishing and maintaining relationships through active communication and feedback. Promoting ASL’s products and services to existing customers.

KEY RESPONSIBILITIES:

Customer Relations:

• Onboarding new customers to create a seamless customer experience from the first touchpoint through to service delivery.
• Build and maintain customer relations, to enable customer retention.
• Improve and maintain customer retention by conducting regular surveys, gathering feedback and using systems such as Salesforce and TrustPilot.
• Liaising with Marketing to ensure regular communication with customers such as email campaigns.
• Provide excellent customer service both internally and externally communicating professionally at all times, using a variety of communication methods.
• Develop customer loyalty by ensuring customer needs are met and exceeded.
• Maintain and update customer records with relevant current information.
• Support the Customer Success Team when and where required.

Complaints & Queries:

• Assist with query resolution and contract management.
• Interact with customers to provide and process information as requested, including speedy query management.
• Handle, investigate and respond to customer complaints through to resolution.
• Review trends to report to the Customer Success Manager on where improvements can happen.

Products & Services:

• Promote the benefits of ASL’s products and services, creating opportunities such as Customer Portal, ECO boxes, network support, and Print Releaf.
• Actively communicate with customers through different channels, sharing service, product and business information

KEY MEASUREMENTS

• Meeting departmental deadlines and achieving objectives
• Customer satisfaction measures and results.
• Customer retention and opportunities created.

SPECIAL REQUIREMENTS

• Confident with strong communication skills.
• A minimum of 1 years customer service experience in a B2B environment.
• Knowledge and understanding of customer relationships.

IN RETURN WE OFFER:

• Working hours Monday – Friday, 8:30am – 5:00pm with one hour for lunch, unpaid.
• Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years’ service
• Excellent training & development opportunities within a growing organisation
• Life insurance
• BUPA health assessment
• Physical, mental and emotional wellbeing support for you and your family
• Volunteering leave policy (2 days/15 hours per year)
• 10% TradePoint (B&Q) discount
• Free flu vaccines each winter
• Free parking