Working as part of the Enterprise Customer Services Team, your role will be to deliver a professional level of Customer Service to Direct Enterprise/Corporate customers ensuring the correct service wrap is delivered, with focus on the following:-  Delivering efficient, effective and bespoke service to our top customers. Providing \'First time fix\' with close attention to the quality and accuracy of information delivered. Maintaining a crucial link between Sales Account Managers/Service Delivery Managers and customers.

You will be accountable for the customer experience, and relationship management related to end-to-end customer journeys. The role is also accountable for managing the overall base to ensure the customer has full visibility of all their assets in our systems to give a clear view of how their services are performing.

The key responsibilities of this role are: -

• Managing a professional relationship with a base of designated Enterprise customer accounts.
• Ensuring that all customer contacts received are resolved promptly, efficiently, and accurately.
• Maintaining the knowledge necessary to pro-actively resolve issues or be capable of effectively sourcing the knowledge necessary to provide a suitable solution.
• Manage time effectively to deal with and prioritize workload generated from the customer base.
• Communication with internal departments and external networks to rectify problems and offer.
• Managing the major customers who generate
• Delivering efficient, effective, and bespoke service to our top customers.
• Providing \'First time fix\' with close attention to the quality and accuracy of information delivered.
• Maintaining a crucial link between Sales Account Managers/Service Delivery Managers and customers.
• Accountable for the E2E customer journeys across your allocated customer base.
• Brings new ideas and ways of working that positively benefit our customers
• You will be expected to define the customer experience measurement and realise action plans to address problem areas and make improvements.
• Accountable for building relationships with your key customers, from provisioning manager within TalkTalk Business Direct, outsource partners and the customer organisations.
• Be the customer champion on all service issues, clearly articulating what the customer needs, and what you need to enable a great customer experience.
• Responsible for developing great relationships with different functional areas, most notably: Sales, Service Management, Technology, Project Management & Key partners.
• Accountable for weekly/monthly reporting into your line manager.
• Responsible for owning all Customer complaints and working with the relevant departments to successfully deal with the issues right through to resolution.
• Responsible for supporting all Critical care plans, ensuring all departments are held accountable via your line manager.
• Communicate with internal departments and external networks to rectify problems and offer solutions, whilst maintaining view of the committed SLA.
• Accountable for all credits raised along with full timeline route cause analysis.
• Full understanding of all the Talk Talk products our customers have within their base.
• Accountable for all in life Customer queries.
• Experience in the Telecoms market is an advantage but overall, we are looking for people who champion customer experience and can demonstrate previous success.
• Willingness to upskill and take on inter-departmental training.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.