Desk-Based Service Relationship Manager

Company Overview :

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 81 for October 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 540 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Tom Reece and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview:

We are seeking a dedicated and organised Desk-Based SRM to join our team. The ideal candidate will be responsible for managing customer relationships, conducting monthly and quarterly reviews through Teams meetings and occasional face-to-face interactions. This role involves collaboration with various departments to ensure seamless customer service and efficient management through the customer life cycle.

Responsibilities:

• Direct Management of Designated Customer Accounts
• Act as a point of support and escalation to the account in support of service desk
• Produce/provide monthly Bill summary reports
• Conduct monthly and quarterly check-ins with customers via Teams meetings.
• Enforce our World Class service model but acting as a trusted adviser to the customer
• Provide support to Head of SRM in the form of meeting preparation and follow up actions.
• Act as liaison between Customer and FluidOne Commercial team on Contract Renewals
• Ensuring internal Customer records and systems are correct and updated

Requirements:

• Experience in the Mobile Telecoms Industry
• Customer first attitude
• Proven experience in a customer relationship management role.
• Strong organizational and communication skills.
• Ability to work collaboratively with various departments.
• Proficiency in Microsoft Office
• Hunger for development and future prospects
• Familiarity with ticketing systems (HaloITSM), or CRM (Salesforce)

Benefits after probationary period:

• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• Pension contribution- 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

How to apply:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.