Job Description

Chris Lewis are the largest independent fire, security, and smart technology company in the region. An NSI Gold accredited company, our goal is to provide our clients with technology solutions at the highest possible standards. The role holder will therefore need to demonstrate passion in driving the business forward and continuously improving the customer experience.

We work for prestigious clients like the University of Oxford, Royal Palaces and County Councils.

You will set the standard with the rest of the sales team through hard work, determination and enthusiasm for providing the best service possible and taking responsibility for the service that our customers expect.

We are looking for someone with excellent service ethic and who is driven by delivering the very best client experience.

We are on a journey of constant continuous improvement, and we need customer focused individual who will take ownership of our valued maintenance customer base and champion the implementation of improvements within a target driven environment.

You will require experience in the industry and technical and product knowledge of how smart technology works and ultimately also fire and security systems.

We value staff progression, provide regular training and encourage and support self-learning opportunities.

What are we expecting from you?

To develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing attrition.
To ensure all customers are successfully using their system to its maximum potential.
To act as the first port of call for customers ‘out of the ordinary’ questions.
To proactively contact clients to solicit feedback on our service prior to renewal. This should be done at more regular intervals for larger clients.
To act as the “glue” that pulls the departments together to solve customer issues
To continuously spot opportunities to improve the customer experience and champion changes in process to facilitate improvements.
To be the customers voice in our organisation to drive continual service improvement.
To provide basic technical support and help videos/guides to enhance the customers experience with our system.
To ensure customers remain satisfied with the system by educating them on functional capabilities and possible upgrades.
To aid with the development and improvement of our service and systems delivery by gathering feedback to identify recurring issues and addressing these with the technical/engineering manager
To maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
Manage the on-boarding process with new contract customers, ensuring we have all the information required and all customer details to service this system efficiently and to a high standard.

Behaviours or Values

Knowledge of (or eagerness to learn about) the company’s systems and their capabilities.
Technical aptitude and the ability to understand and explain things in “real language” for our customers.
Great interpersonal and relationship-building skills.
Customer service experience and a customer-centric attitude.
Some sales experience is often beneficial as there may be a small amount of consultative selling in this role
CRM experience with Hubspot/Salesforce/ZenDesk or cloud based systems.
Very organised and process-driven; capable of multi-tasking and strong time management
A strong work ethic and a great ability to prioritise client requests and relationships
Interest in social media and marketing would be desirable

Request Form

Customer Success Executive

Job Description