Job Description

Brief description

The Sales & Marketing Team consists of 3 members - the Chief Experience Officer, an Account Manager and the Sales and Marketing Admin.

This is a new and upcoming team which will be at the heart of driving the sales and customer service experience at Bespoke IT Solutions. This role incudes being on call for customers escalations in line with the on-call rota.

Tasks

Build and maintain strong relationships with your portfolio of clients Respond to client queries, issues or complaints in a timely and professional way Act as a bridge between the clients and our internal teams translating client speak to BITS speak and vice versa Drive client experience and satisfaction whilst proactively managing any issues or risks Regular client check ins, service reviews and account meetings to stay ahead of any issues Reporting for both client and company requirements Identify new business and opportunities to upsell services in line with client needs Prospecting and pipeline management Create proposals and quotes in collaboration with our internal teams Managing and prioritising day to day activities including accurate records of communications, agreements, and changes Stay up to date on the services we offer and be aware of emerging trends Monitor our competitors' services and developments Contribute to improving internal processes and client experience

KPIS

Client NPS Score of 65 or above. Client retention rate at 80% or above. Minimum of 1 proactive touchpoint check-in per client per month. Conduct 100% of client service reviews. Delivery of client and internal reports as required by line manager. Convert at least 25% of identified upsell opportunities After 12 months maintain a pipeline 3 x coverage ratio against quarterly sales targets. High close rate of submitted proposals - KPI to be agreed with manager based on experience. 100% clean CRM data

Core Values

Customer Focus - We deliver unsurpassed service and support to create enduring customer relationship Integrity - We interact with colleagues, customers and suppliers honestly, ethically and reliably Accountability - We take ownership of what we do and will hold ourselves responsible for the results Innovation - We think creatively, are open to new ideas and have the courage to take measured risks as we work towards solutions Passion - We build a stronger company and solidify customer loyalty through the energy and enthusiasm we demonstrate each day

Brand Behaviours

Our brand behaviours set out how we expect everyone to act in all interactions at work.

Look the Part - Demonstrates appropriate dress code for work, promotes a positive image to others, a role model for the position of work Find Solutions - Works with colleagues to find solutions to problems / incidents Does Things Properly - Updates tickets, what have you done, investigated, how did you fix the issue, is it documented? Sticks to BITS Process Treat Everyone as an Individual - Ensure Diversity & Inclusion in all that we do, make sure each user is treated as an individual Keep Promises - Keep to your word, do not hand things off without speaking to someone first

Our Service Hallmarks

Our service hallmarks are what help us to differentiate ourselves from other IT companies.

Set the Tone - Warm, welcome, professional when dealing with users Share what you Know - Share your knowledge, take accountability if something has gone wrong Listen and Make Things Better - Take more time to listen to the use and what the issue is Be There for the Customer - You have the SME knowledge, ensure that you are helping your stakeholders using language they understand.

Knowledge, Skills & Experience

Knowledge

Client Relationship Management - Understanding of client lifecycle, engagement strategies, and retention techniques. Customer Experience (CX) - Familiarity with CX principles, Net Promoter Score (NPS), and service design thinking. Sales & Account Development - Knowledge of upselling, cross-selling, and pipeline management. Reporting & Analytics - Understanding of reporting tools, KPIs, and data interpretation for both internal and client-facing use. Industry & Competitor Awareness - Up-to-date knowledge of market trends, competitor offerings, and emerging technologies. Internal Processes & Services - Deep understanding of your organisation's services, workflows, and escalation paths.
Skills

Communication - Excellent verbal and written communication to translate between client and internal teams ("client speak" to "BITS speak"). Relationship Building - Strong interpersonal skills to build trust and rapport with clients and internal stakeholders. Problem Solving - Ability to identify, assess, and resolve client issues quickly and effectively. Time & Task Management - Prioritisation, multitasking, and maintaining accurate records in CRM systems. Sales Acumen - Skilled in identifying opportunities, creating proposals, and closing deals. Presentation & Facilitation - Confident in leading service reviews, check-ins, and account meetings. Analytical Thinking - Ability to interpret data, spot trends, and make informed decisions.
Abilities

Client-Centric Mindset - Consistently act in the best interest of the client while balancing business goals. Adaptability - Comfortable navigating change, ambiguity, and evolving client needs. Collaboration - Work effectively across departments to deliver seamless client experiences. Proactivity - Anticipate client needs and risks before they escalate. Attention to Detail - Ensure accuracy in reporting, documentation, and communications.
Strategic Thinking - Align client goals with business objectives and long-term growth.

Working conditions

This is a full-time role which will be hybrid - 5 days in 10 in the office.

This is a 35 hour working week position (7hrs per day) with an expectation that those hours are fulfilled between 0800 - 1900 Mon - Fri A need to cover on call between 1800-0800 Monday - Friday and over weekends on a rota basis. The expectation is that the on call role will handle most issues but where necessary they will escalate to the Problem Change & MIM manager and the on-site Service Manager when required for communication to the customer or authorisation to proceed with works. This role will be eligible for the Company bonus scheme
Job Type: Full-time

Pay: 26,000.00-31,000.00 per year

Benefits:

Company events Employee discount Life insurance On-site parking Paid volunteer time Private dental insurance Work from home
Work Location: Hybrid remote in Farnborough GU14 7LP

Reference ID: ACT/1