Start Date: TBC
Basic Salary: £18-£20k DOE
Reporting to: Head of Client Services
Here at Friday Media Group we provide forward thinking businesses with websites and additional solutions to help drive leads to their door. We are dedicated in assisting new and used sale operations reach their full online potential, whilst also allowing them to save time and money.
Reporting directly to the Head of Client Services, you will be responsible for ensuring impeccable levels of customer service are provided daily to our growing client base. As a member of the Client Services team you will be part of a team working together to support, advise and guide our customers in their digital journey and taking a key role in getting new client’s products live within deadline.
You will be hard working, ambitious and eager to improve within your role. An excellent telephone manner and ability to multi task is an essential requirement for this role.
Responsible for delivering a client’s new product within the agreed time scale.
Responsible for taking full ownership of all client issues until live.
Management of multiple clients activity through to live.
Adhering to service level agreements, including logging calls & requests via our internal CRM (Netsuite)
Alerting our product and development team to potential issues as they come to our attention.
Provide daily communications with clients to ensure they remain informed throughout the onboarding process.
Ensure that calls are answered promptly and e-mails are responded to swiftly in line with company SLA’s
Provide ongoing guidance and training support for all FMG software products as required.
Initiate contact with third party suppliers & agencies to ensure our websites go live as soon as possible.
Ensure a smooth handover from Onboarding to AM team
Liaise with necessary teams to ensure the most efficient outcome for us and our customer
Provide and communicate incident reports accordingly
Assist with software deployments
Pinpoint potential upsell and prospecting opportunities to the Account management team.
Assist with internal product training across all departments.
Ensure that all client invoicing is accurate.
Update clients contact details within our CRM (Netsuite) for the benefit of all of our teams.
Maintain Jira workflow
Ensure changes are limited to one round at ‘design stage’ & one round at ‘build stages’ - if more are required cost needs to be addressed.
To at all times adhere to all company policies, procedures and business ethics.
Onboarding Service Level Agreements
Express website - 4 weeks
Advanced website - 6 weeks
Elite website - 12 weeks
What does success look like?
Your customers have a great first impression of the business based on your warm welcome and efficiency.
Your customers trust you, you provide great advice to ensure they are getting the best from their product from the offset
You provide quality training and help the customer understand how to best use the tools we provide them.
You encourage the customer to become independent in managing their own products
You are a true expert in your field, there is nothing you don’t know about your products
You are keeping up to date with services our clients are receiving from competitors and feeding back useful insight as to how we can improve our own products
Your sales team recognise your expertise as a key benefit of the service
Objectives of this role;
Obtain a great understanding of our onboarding process from all aspects including sales, customer service, design & development. Learn how to successfully onboard & train a customer.
Deliver our customer’s products to live in the shortest time possible whilst offering exceptional customer service
Scope for progression and promotion;
A move to the Account Management team would be the natural progression, with your transferable skills you would have a distinct advantage for this role.
A one week induction will be followed by a more intensive training schedule incorporating all aspects of the onboarding process. Regular bitesize training sessions and call coaching will be ongoing.