Job Ref: 214959784

Date: 2021-10-20 15:47:16

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Head of B2B Account Service Team will take the vision created and implement the CX strategy across our B2B customer accounts, working in tandem with the account management team and other internal departments (including sales, operations and customer service teams) to ensure a high value proposition, service management, resolution to open cases, identification of growth opportunities and delivery to KPI. Managing a team (of c. 8) and responsible for all inbound/outbound business call handling, the recruitment, training and development of all members of the team, ownership of recurring revenue lines including maintenance and data renewals and process ownership. In summary, set up, management and improvement thereafter of a dedicated B2B contact centre.

Key Responsibilities & Tasks:

* Role responsible for the initial set up and delivery for B2B CX (including managing a B2B dedicated contact centre, renewals of recurring service packages, processes and improvements)

* Aligned to wider Account Management team, create, and operate the B2B Account Services Team – leading the agenda and working alongside operational 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 phone, with future plans for Online, chat, CRM etc

* Service support and management of 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 Levels

* Improve Customer Service and Experience

* Identify New Revenue Opportunities

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