Basic Salary: £18-£20k DOE

Reporting to: Head of Client Services

Location: Sayers Common

Friday Media Group is a hugely successful UK-based digital Media company with UK offices in Brighton & Preston and also overseas in Miami and Barcelona.

We provide an award winning website design and build service for customers in the motor trade, Country and Marine industry called Spidersnet. This service has been created to save online retailers time and effort, whilst maximising online exposure of their stock, resulting in more business.

Due to recent success and this exciting period of growth we now need good, strong and organised Customer Service Representatives to work with our growing portfolio on onboarding customers.

Position Overview:

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.

Key Responsibilities:

  • Responsible for managing multiple clients and taking responsibility for their new product within the agreed timescale and take full ownership of client issues until they are live.

  • Updating our internal CRM system (Netsuite), ensuring that all calls are answered promptly and e-mails are responded to swiftly in line with company SLA’s

  • Working closely with the product and development team to raise any potential issues or concerns and providing incident reports accordingly.

  • Communicating daily and efficiently with clients to provide ongoing guidance and training support

  • Initiate contact with third party suppliers & agencies to ensure our websites go live as soon as possible.

  • Ensure that all client invoicing is accurate.

  • 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.

Onboarding Service Level Agreements

Express website - 4 weeks

Advanced website - 4 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;

Short term:

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.

Long term:

Deliver our customer’s products to live in the shortest time possible whilst offering exceptional customer service

Full training provided on induction.