Customer Services & Retention Manager, Glasgow

Vacancy posted: Monday, 10 October 2016

Salary: 20,000 to 25,000 DOE
Location: Glasgow

Closing date: 10 November 2016
Job ref. no.: Customer Services & Retention Manager, G

Customer Services & Retention Manager, Glasgow - Top 3 Managed Cloud Computing Company


iomart is one of the leading providers of cloud computing and managed hosting. Headquartered in Glasgow, iomart employs over 380 talented staff in offices and datacentres across the UK.   Originally founded in 1998, it is listed on the London Stock Exchange and specialises in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.

iomart’s employees help enable any size of business and organisations to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure – as well as data centre and network engineering.    iomart owns and operates a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support.

iomart Group plc is delighted to offer this opportunity to join one of the UK’s leading managed hosting companies. 

Role Description

Based at our headquarters near Bearsden, Glasgow you will be responsible for the day to day management of our customer service and sales administration team, working with our brand Easyspace.  You will be responsible for delivering a superior customer experience, managing a team that deals with customer’s needs, queries and quibbles.   We adopt a ‘yes we can’ approach where our customers are concerned and have high service standards for answering inbound customer queries via phone calls and helpdesk tickets. 

The role requires you to design and deliver a programme that will help the wider team gain a better understanding of who are customers are and what they need. A large element of the role means calling our customers, finding out what really makes them tick and helping the wider team develop solutions tailored to their requirements.

Continuous improvement is key to Easyspace:  we're constantly looking for ways to enhance the customer service we provide, so you must be obsessive about helping customers and keen to play an active part in the success of our Team.  

What it takes

This role will suit someone who is customer and people focussed, who is bright, confident, ambitious, self-motivated, with a friendly personality who will fit in well within our Team.   Perhaps someone with marketing or business degree who also has a commercial view of the world.  

The successful candidate will have brilliant written and verbal communication skills, coupled with excellent interpersonal and negotiation skills however here’s our ideal wish list:

·        Exceptional ability to work in a customer service environment in a management role

·        Previous team management experience

·        Robust experience of retaining customers

·        Excellent call and complaint handling

·        Strong experience of building and driving staff to provide exceptional service

·        Excellent interpersonal, negotiation and communication skills

·        Social media handling

What do we offer in return? ….

  • We’ll shout you to lunch once a month
  • ½ Day off on your Birthday
  • Breakfast on us every day, including a hot roll on Fridays
  • Free on-site car parking
  • Long service benefits
  • Snacks, drinks and fruit all day, everyday
  • Pension
  • Share save and childcare voucher schemes
  • Supported training and access to an online training portal 24/7

Training & Development 

As you can gather, we have a relaxed and friendly working environment but don’t be fooled; you will be working with some of the country’s best talent and greatest technical experts.  We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference.   Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through technical certification, our online training portal and our Management and Leadership Development Programme.

If this is you and you’re looking for a fresh and challenging customer service position within a dynamic internet environment and have the required knowledge/experience, we look forward to hearing from you ………


s1 says:

This job has been on the site for more than a week and could be removed at any time! Get your application in now before you miss out!Apply now
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