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Location: Southend (Hybrid working after initial training and probationary period)
Hours: Monday to Friday 9am - 5:30pm (plus networking/events that may take place outside of these hours)ORMonday - Friday 10am - 3pm (plus networking/events that may take place outside of these hours)Salary: £24k - £28K
You will need to be a driver for networking/events
Purpose of the role:
• The role will be to provide communication and support services for clients • Ensure clients know they are valued and to develop clients re additional products or services (where appropriate). • Promoting the company services and products to prospects through planned communications, networking and other marketing activities. Main Duties and Areas of Involvement• Develop excellent knowledge about products and services.
• Develop excellent knowledge about terms of business and pricing for all products and services.
Enquiries and Opportunities:
• Be a point of contact for any enquiries, taking initial information and progressing as necessary e.g. send information, arrange demonstrations, managing and planning ongoing follow ups.
Networking and Events:• Attend local networking events to promote the company and build contacts and relationships (a minimum of 2 networking events per month). • Attend events or exhibitions.• Organise events e.g. online webinars, attendance at local exhibitions. • Promote any events including calls to advise of the event and to increase attendance.
Courtesy Calls:• Carry out courtesy calls to clients and develop a courtesy call programme (to include asking for referrals when clients are delighted with our service). • Recommend and develop any additional communications to clients to provide awareness of our products and services.
Administration: • Maintain accurate records of all conversations and correspondence on the CRM system.• Carry out any other associated administration e.g. price lists, order forms, proposals, emails, campaigns. • Contribute towards any new initiatives e.g. Partner Programme.
Other:• Make calls to clients on behalf of Consultants or Account Managers to progress projects or provide information to the client. • Provide general support to client relating to products and services (e.g. questions about how to your our software).• Make courtesy calls to clients who have purchased other products to gain feedback.• Carry out surveys / research with clients to gain feedback about products and services. Propose recommendations from outcomes. • Complete weekly report.• Any other reasonable tasks or duties.
Training and Development:• Take responsibility and ownership for personal development and carry out any recommended reading or training.
Key Performance Indicators:• Courtesy calls to existing clients including feedback (number per month to be agreed)• Sales of additional products or services to existing clients (upselling)• Gaining referrals from existing clients• Sales of new services to warm leads who contact the company directly or via telesales appointments made.
Personal Attributes • Client-focused with experience in client services / customer services• Excellent telephone manner and able to quickly build relationships (on the phone, video conference and face-to-face). Comfortable picking up the phone to clients and prospects• Uses initiative and is proactive towards the job role • Self-motivated with a desire to learn and succeed • Computer literate and able to learn new systems • Organised with good administration skills• Personable and Professional.
