Civic Recruitment Limited
Customer Service & Acquisitions Lead
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Customer Service & Acquisitions Lead – 3 Month Contract
Location: Colchester
Rate: £19.23 per hour (Umbrella)
Contract: 3 Month Contract
Hours: Full Time
Working Pattern: Minimum 4 Days Per Week Office-Based
Pay: Bi-weekly
Summary
We are seeking a Customer Service & Acquisitions Lead to join our expanding digital connectivity and broadband service team. This dynamic role integrates customer service, acquisition, account management, sales support, administration, and reporting. You will be instrumental in attracting new customers, supporting existing ones, and driving business growth. Collaborating with operational, marketing, and finance teams, you will ensure an exceptional customer experience while facilitating customer onboarding, billing processes, lead generation, and performance reporting.
Responsibilities
Customer Acquisition & Business Development
- Generate new customer leads through research, referrals, networking, events, and digital channels.
- Build and manage a pipeline of prospective customers.
- Contact potential customers and identify suitable service solutions.
- Convert qualified leads into new customers.
- Support the achievement of customer growth and acquisition targets.
Customer Service & Account Management
- Deliver a professional and responsive customer experience.
- Manage customer enquiries, complaints, and service requests.
- Act as a key point of contact for customers.
- Build and maintain positive customer relationships.
- Contact customers regarding contract renewals and available options.
- Support customer retention and satisfaction initiatives.
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Customer Administration & Finance Support
- Set up new customer accounts.
- Raise invoices and process customer payments.
- Maintain accurate customer records and account information.
- Reconcile payments received through various payment methods.
- Support credit control activities and follow up on outstanding payments.
- Coordinate customer departures and equipment returns where required.
Reporting & Performance Monitoring
- Produce reports and dashboards relating to customer performance and acquisition activity.
- Monitor service delivery and customer growth metrics.
- Analyse customer data and identify areas for improvement.
- Support audit requirements and compliance activities.
- Assist with business planning, scheduling, and service improvement initiatives.
Team & Business Support
- Work closely with operational, finance, and marketing teams.
- Contribute to process improvements and service enhancements.
- Assist with meeting coordination and business administration.
- Support the development of efficient customer service and acquisition processes.
Essential Requirements
- Experience in Customer Service, Customer Success, Account Management, Sales Support, Business Development, or a similar role.
- Strong customer relationship management skills.
- Excellent communication and interpersonal skills.
- Experience handling customer enquiries and resolving issues.
- Strong administrative and organisational abilities.
- Proficiency in Microsoft Office, particularly Excel and Word.
- Experience working with data, spreadsheets, and reporting information.
- Ability to manage multiple priorities and deadlines.
- Ability to work independently and as part of a team.
- Proactive and customer-focused approach.
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Desirable
- Experience within telecommunications, broadband, digital technology, utilities, or a similar sector.
- Experience with customer onboarding processes.
- Experience with invoicing, payments, and account administration.
- Knowledge of customer acquisition and lead generation techniques.
- Experience producing management reports and performance data.
- Understanding of process improvement and service development.
Skills & Competencies
- Customer-focused and approachable.
- Confident communicator.
- Strong relationship-building skills.
- Results-driven and target-focused.
- Highly organised and detail-oriented.
- Problem-solving mindset.
- Ability to work collaboratively across teams.
- Flexible and adaptable approach.
- Strong administrative and analytical skills.
What's on Offer?
- £19.23 per hour (Umbrella)
- 3 Month Contract
- Location: Colchester
- Minimum 4 Days Per Week Office-Based
- Bi-weekly Pay
- Opportunity to join a growing digital connectivity business.
- Varied role covering customer service, account management, lead generation, onboarding, and reporting.
- Excellent opportunity for candidates with Customer Service, Sales Support, Business Development, Account Management, or Customer Success experience.
Applications are particularly welcomed from candidates with experience as a Customer Service Lead, Customer Success Executive, Account Manager, Business Development Executive, Sales Support Officer, Customer Experience Officer, Client Relationship Manager, or Customer Service Coordinator.
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