Lucidica is THE rapidly growing IT support company based in the vibrant heart of Shoreditch. Being only stone’s throw from Old Street and Silicon roundabout, what bright, aspiring and ambitious character wouldn’t want to work here? We pride ourselves on offering everyone in our team the opportunity to grow, gain professional qualifications and focus on their personal development by providing a happy and unique workplace.
THE ROLE:
The Client Happiness Manager is an exciting new position we are adding to our rapidly growing team. The role is responsible for the overall quality of service we deliver to our clients and your aim is to promote exceptional customer service standards and delivery across the company. You will also supervise the performance of the service desk engineering team as well as drive improvement and implement new innovative ideas.
CLIENT HAPPINESS MANAGER RESPONSIBILITIES:
• Responsible for the service delivery of 12 Support Engineers in London and 4 based in Kiev
• To champion our customer service and Service Desk KPI’s and ensure that the Service Desk engineering team provides excellent service to clients through initial and continual training and workshops.
• Drive service delivery improvements by rolling out new initiatives
• You will be the go-between from the client and the Engineering team. All inbound client feedback and queries will be processed by you, but you will have the support and expertise of and engineer to answer technical queries.
• Work closely with the operations and finance team to ensure all client queries are closed within a reasonable amount of time so that payment is not withheld on outstanding invoices.
• Manage the life cycle of a client contract account; establishing strong business relationships with the key influencers of the business.
• Ensure that account engineers are adding value for all our clients by making sure we are in regular contact and providing sound advice.
• Along with other managers in the company you will oversee the daily resourcing of the engineering team.
ABOUT YOU:
You’ll have a minimum 3 years’ experience in customer service, preferably at a senior level as well as experience in managing a team of at least 8-10. You will be the go-to person for clients and your strong relationships with them will be vital for their continued loyalty to Lucidica.
• Passion for building relationships with people and desire to provide exceptional customer service to our loyal clients and the smooth onboarding of new clients.
• Clear and confident communication skills, excellent standard of professional written English. You will be able to adapt and be flexible in your communication style to suit a situation.
• experience in giving effective feedback as well as identifying where additional customer service training is required for less experienced team members.
• Confident to stand up in front of the team and present / train
• A self-starter with ambition to succeed
• You must have a fun and friendly attitude and stay cool under pressure. You will come up against stressful situations but it is important to maintain and champion proper attitudes towards clients (even the difficult ones!)
PAY STURCTURE AND BENEFITS:
The role is full time (40 hours per week, 5 x 8 hour days), paid at £26,000 to £34,000 per annum (depending on your experience and performance bonus).
The Lucidica Salary is structured differently to other companies, in a good way! We’re fair in the way we pay, so the more you put in and the better you perform the more you will see in your back pocket. The salary is fully flexible and made up of the following things:
• Base salary
o Nobody in the 11 years of Lucidica history has ever only taken home their base salary, but instead has the following components to boost their earnings…
• Personal performance bonus
o You will receive a Personal Development plan once every 3 months and your bonus will depend on how well you do. The targets are clear and realistic and if you are getting everything done you can add up to 20% on to your base salary.
• Client retention bonus
o You will be paid up to £1000 per year to keep our clients on board. Fortunately, we have lovely, loyal clients so we don’t lose them often and you will only lose part of this bonus if they leave due to service issues.
• Client service bonus
o You can receive up to £1000 per year for hitting your client service KPI’s.
• Vitality points and flexible benefits
o This is our own internal currency and industry leading incentive system. You will receive between £500 and £2000 of points in your first year which can be spent on anything from Tech products, travelcards, paid time off, holidays and spa days
• Company perks
o As the Client Happiness Manager, you will be entitled to a company mobile phone with 16GB of data and a Microsoft Surface.
WHY LUCIDICA IS THE BEST WORKPLACE IN LONDON
We know what creates a great workplace and what people really want in return for their efforts. Our employees are as important as our customers so we focus on these 5 key areas to keep you happy and focused on your goals.
• Personal Development
We want you to keep learning! You will receive all the tools and resources you need to grow and take the next step in your career. Both internal and external training is provided, as well as time off to study and paid exams
• Flexible benefits
We are very proud of our unique benefits package, built buy our team, for our team! You will receive points for great work and can spend them on benefits that suit you from additional holiday, a new laptop, health insurance, theatre tickets, a night in a sea fort or a trip to Barcelona.
• Our culture
Do you know of any other company with a dedicated Fun Manager? We’re big on team events, so you can expect an invite to an escape room, axe throwing or secret cinema soon! To stay sociable during work hours we hot-desk and after work we have a beer and wine fridge and games consoles to wind down with. If you’re working late, then dinner is on us!
• Have your slice of the Lucidica pie
Everyone has the opportunity to buy their own piece of Lucidica and receive dividends. We are all working toward the same cause of making Lucidica the best option for IT support, as well as being the best workplace in London!
• Your salary
There are loads of ways to boost your earnings through performance bonuses and commission and we don’t like the term OTE because it’s a bit fluffy and comes with ‘baggage’. The Lucidica salary is fully flexible and made up of the above components; base salary, performance bonuses and Vitality points.
If Lucidica sounds like the kind of company you want to grow with, get in touch!