To ensure full managed LCS contract clients always feel value from our services, promoting new services and acting as first point of contact for all customer relationship queries.
Role Responsibilities:
To act as primary point of contact for customer relations for all LCS managed service clients, signposting customers to the relevant consultant or technical resource within the business where required.
To maintain regular contact with customers through bi-annual face to face meetings and Microsoft Teams meetings, ensuring relationship is positive and collaborative.
To promote LCS existing and new services, identifying solution gaps in clients systems LCS or our established partners can assist with.
To provide at regular intervals statistics of client service use and preventative measures taken to protect their infrastructure by our team.
To update customers on relevant technology developments, security threats and regulatory changes
To ensure that client engagement meetings carried out as per agreed schedule, reporting any issues to the Operations Manager.
To Ensure customer support contracts and software renewals remain in good standing and that customers are engaged in the process of renewal well in advance. Liaising with consultancy team to gather costs to present to customer for their budgets.
To ensure customers have awareness of upcoming age related infrastructure upgrades required a minimum of six months prior to time due. Liaising with the Project Consultant to arrange required meeting and handing the client over to them at the relevant time.
Customers are informed of other existing LCS services not subscribed to and new services when launched, promoting cross-sell and up-sell.
To act as an escalation point for any customer queries or issues, working to maintain customer satisfaction by drawing on the relevant internal resource to resolve the issue, reporting any serious issues to the Operations Manager.
To obtain necessary solution advice and approval from technical personnel within the organisation, utilising established, tested company products and services in solutions discussed with clients.
To promote LCS core solutions to clients at all time and in situations were LCS do not directly provide requested services, to signpost customers to LCS partners.
To record new customer enquiries following meetings, including any current and future commercial opportunities into company CRM system.
Required Skills and Attributes:
Level 2 or above GCSE English and Maths
Experience of working in customer facing role within a time pressured environment
Experience of working in a sales / negotiation focused role
High levels of organisation, time management and communication skills
The ability to work well under pressure
Ability to deal effectively with a range of people
Ability to challenge non-compliance by customers in a positive manner
Ability to work under own direction and take ownership of tasks
Drivers Licence Required
DBS carried out upon appointment to the post
Medical carried out upon appointment to the post
Desirable Skills:
Customer services related qualification (Level 2)
Job Type: Full-time
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Company events
- Company pension
- Profit sharing
Education:
- GCSE or equivalent (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
Reference ID: LCS-CAM-06/22
