In the role of the Customer Success Executive, you will support the UK Customer Success Team by assisting our customers to help maximise the customer experience and provide timely and effective responses to inquiries/issues to assist the companies future growth.
The Customer Success Executive Overview:
Help to coordinate the advanced troubleshooting through the wider WCCTV team.
Monitor and provide accurate and timely reports in relation to customer usage, both internally and externally.
Customer liaison following the receipt of sale and trial equipment ensuring satisfaction is achieved, acquiring customer referrals and NPS scores.
Regular customer contact throughout the duration of contracts, including raising any issues with the relevant account manager.
Offer remote training and coordinate sessions with The Support Team.
Proactiveness to coordinate ad hoc onsite meetings, when required as a point of escalation.
Arrange client visits to ensure all WCCTV products and services are provided in line with the client’s expectations.
Escalated all customer needs to the relevant departments within WCCTV, to ensue all issues are dealt with in line with the company’s KPIs.
Accurate and timely completion of all administration tasks, logging all customer contacts on the CRM system.
Ensure that all procedures are adhered to as stipulated in the WCCTV Quality Procedures and Quality Policy in accordance with the ISO 9001:2015 standard.
Performs any other duties within the level of competence as requested by the Managers or Directors of the company.
The Benefits for a Customer Success Executive:
Starting salary of up to £28,000
Private equity backed employer – we will provide continuous support and development throughout your career – we invest in you!
23 days annual leave, increasing with length of service from year 2 plus bank holidays
Private healthcare and dental plan schemes, supplying wellness and mental health support services
Desired Experience/Qualifications:
1 years (minimum) experience working in a customer service role
Confident in verbally communicating and building relationships with stakeholders
Confidence in communicating over the phone, handling ahigh number of inbound and outbound calls each day
You are solution-focused with a desire to find profitable outcomes for clients in the most efficient & effective way.
You are coachable and solutions focussed: we are not expecting results on day one, we will coach, develop and mentor you, however we are looking for someone who is able to think independently and find profitable outcomes for our clients!
Curious personality, always asking why: not only to learn but to ask the right questions to clients when faced with barriers
Why Join?
Culture: become a part of a vibrant sales office, have fun whilst getting the job done with chances to win prizes weekly for your hard work!
Learning and Development: You will be joining a growing office, with one to one development opportunities with your team, account managers and head of sales, this close knit office will allow you to grow quickly and learn from the best!
Growth: The company has experienced rapid growth over the past 12 months, along with our people! Over a quarter of WCCTV have been promoted this year, and nearly doubled in growth – you will be part of a thriving business with development plans and opportunities for progression
Support: Teamwork is at the heart of everything we do. You’ll be surrounded by like-minded professionals who have shared goals and ambitions
Up for the challenge?
Here at Wireless, the people are the centre of what we do, if you match our values of Quality, Innovation and Customer First, we might be the employer for you. If so then please email your updated CV to to start your application.
WCCTV is an equal opportunities employer, inviting applications from diverse backgrounds to promote inclusivity in our workforce