Job Ref: 214371585

Date: 2021-08-05 15:46:30

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Head of B2B Account Services will set the CX strategy across our B2B customer accounts, working in tandem with the account management team and other internal departments (including operations team) to ensure a high value proposition, resolution to open cases, identification of growth opportunities and delivery to KPI. Managing a team and responsible for the successful recruitment, training and development of all members of the team. Ownership of the RFID and Memberships process. Set up, management and improvement thereafter of B2B contact centre.

Key Responsibilities & Tasks:

* Leadership role responsible for the initial set up and overall strategy for B2B CX (including managing a B2B dedicated contact centre)

* Aligned to wider Account Management, create, and operate the B2B Account Services Team – leading the agenda and working alongside operations and commercial teams

* Define processes, in partnership with internal stakeholders, identify and manage to customer SLA/KPI requirements and ensure the delivery of internal KPIs

* Primary contact point for specified B2B Customer accounts through Online, chat, telephone, CRM etc

* Support contract for Account Managed B2B Customer accounts

* Ownership of resolution plans (and point of escalation)

* Administration of RFID for pulse corporate, Workplace and Private B2B networks

* Provision of Business Insight and Reporting to support customer EV Transition and internal departments

* Maintain B2B Customer directory, including CRM systems and internal back-office systems

* Renewal and management of Services contracts (inc. Warranty, maintenance, data etc.)

* Monitoring of Network to proactively raise any fault tickets for FSE attendance

* Recruitment, training, and development of skilled B2B Executive team – Line Manager Accountability

* Internal business reporting on KPI performance, Network reliability and Uptime to support internal departments make positive change, take action where appropriate

* Driving change and improvement, developing smarter ways of working through implementation of system, technology and/or procedure

* The role is a critical part of the success of the B2B part of our business

* This is investment infrastructure to ensuring that our existing customer accounts are retained as a basis for long-term strategic growth targets

SMART outcomes:

* Improve Customer Retention

* Identify New Revenue Opportunities

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