Job Description

Senior Customer Service Executive
As a Senior Customer Service Executive, you'll play a key role in the Customer Journey at Shield Safety. Reporting into our Operations Manager, the main focus of the role is to maintain and develop customer satisfaction, and in turn the adoption of our products and services to a high standard. You'll do this via various methods, including on-boarding calls, technical app support, telephone, and face to face training to ensure customer retention and upsell.
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All About Us: Shield Safety
If you enjoy working in a fast-paced, collaborative environment surrounded by other passionate, like-minded people then read on.
We are a leading Environmental Health Consultancy, focussed on making Every Day Safer. Established over 20 years ago and proud to be leading the way in Food Safety and Health and Safety management, we work with a wide range of businesses across Hospitality and Retail. Our clients range from single-site coffee shops and takeaways to supermarkets and pub groups. Some of our well-known clients include Tesco, ASDA, YO! Sushi, Radisson Hotels and KFC, and we're extremely proud of our 90% customer retention rate.
?Continued training and development is key for all members of our team. A tailored training and induction plan is developed for each new starter to help them get up to speed on everything they need to know. For those who want to step out of their comfort zone and try something new, there will be many opportunities to get involved in various projects across departments, and we fully support regular CPD in order to help everyone reach their full potential.
Our offices are in the heart of Manchester's Northern Quarter surrounded by bars, restaurants and music venues. Our culture is passionate, collaborative and diverse and we enjoy working in a relaxed, dress-down environment where dogs are more than welcome.
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Some of our benefits include:

• 33 days' holiday (incl. Bank Holidays) plus the option to purchase 5 extra days per year
• Flexible working options incl flexi-time and remote working from home
• 5% employer pension contribution
• Employee Assistance Programme & Wellbeing App
• Various discounts across high street brands
• Generous Maternity Leave and enhanced Paternity Leave
• Monthly one-to-ones with your Manager to ensure you have all the support you need
• Health Cash Plan
• Financial support options

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Responsibilities:

• Customer services duties including answering in-bound calls and responding to queries
• Creating, maintaining and building long-standing customer relationships.
• Case handling of escalations/complaints.
• Helping new customers through their critical RiskProof launch phase, setting early key milestones for success and ensure that they achieve value as quickly as possible.
• Becoming an expert in use of RiskProof and be seen as the "product guru" both internally and externally.
• Supporting Clients using the RiskProof with any questions, issues, or taking comments or feature requests with regards to RiskProof.
• Work with customers to determine gaps in knowledge or use of RiskProof.
• Train customers in using RiskProof (via web-meeting, phone and in-person) to help customers get maximum benefit in using our software.
• Educating customers on new product features and explaining the business value about why they should adopt them.
• Identify expansion opportunities for each customer to further the value that RiskProof offers.
• Feedback product requirements from customers to inform the development roadmap.
• Manage customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys and resulting actions.

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Requirements:

• Strong customer focus and excellent relationship building skills
• Ability to problem-solve and think outside the box
• Exceptional communication skills at all levels
• Someone who listens to others, is patient and understanding
• Analytical and methodical approach, with an ability to work to deadlines and under pressure
• Smart and switched-on, with the ability to quickly learn new skills and grasp new software
• Proficient in the use Microsoft Word, Excel, Power Point etc.

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Sound like you? Apply today or reach out for more information directly.

Skills Required