If you're a self-starter, problem solver and team player with the ability to develop strong client relationships, then this job is for you.

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THE PRODUCT
ONE is a TV Screening System used by most of the UK’s TV Distribution Companies. It’s used by buyers to audition prime time TV content and nearly 70% of UK TV is first seen through the ONE system. More details can be seen at thisisone.tv 
It’s a little over 2 years old, but due to its success, we’re looking to expand the team and bring on a client success executive to help support our growing list of clients.

THE ROLE

The CS executive will be the first point of contact for existing clients either via Live Chat, incoming enquiries from the support portal, email & and telephone and will become instrumental in supporting and retaining the growing ONE customer base.

Key responsibilities

  • Portal management

  • Live chat

  • Acknowledgment of inbound enquiries

  • Directing to appropriate team > bug/change request/roadmap feature

  • Ownership of client Trello boards

  • Pre/planned release email

  • Feature release email

  • ONE product manuals

  • Facilitating training sessions

This role is a very exciting opportunity for an ambitious person looking to develop their skills in a customer facing role. There is opportunity for quick progression into either an Account Manager or Onboarding Manager role.

THE IDEAL CANDIDATE

Whilst some experience within CS or agency role such as Junior Project or Account Manager would be good to have, it’s important to understand that we believe the personal skill set and characteristics are of the utmost importance within this role.

  • Highly literate

  • Attention to detail

  • Confident and comfortable learning new software and systems

  • Confident self-starter and happy to work individually and as part of team

  • Enjoys building and maintaining relationships, both internally and externally

  • Commercial understanding of how gathering, reviewing and resolving client feedback contributes to product development

  • Problem solver that can review feedback and questions and provide workarounds and solutions within current feature set

  • Ability to take ownership of tasks and see them through to completion

  • Excellent communication skills verbal and written - can adeptly explain issues from clients to the internal team and also walk clients through solutions, this may be via phone, project management tools such as Trello or via creating documentation

 

PERSON SPECIFICATION
Driven - You will be highly organised, self driven, proactive thinker with a passion for digital and ability to adapt.
Experimental - You will have the ability to solve complex problems in imaginative and creative ways.
In it together - You will be aligned to the company’s goals and objectives and be eager to learn from the experience on offer as well as being confident to propose change. You will show the initiative to get things done and being a team player you will endeavour to help others succeed.
Knowledgeable - You will have a passion and knowledge of new and emerging trends in the Digital space so you have a wealth of knowledge to help your clients. You will have an eye for detail and have the ability to take a holistic view of situations. A good ability to absorb information and translate that into an overall solution is essential.
Advisory - A consultative approach will be required to successfully prepare a solution that meets both the brief and fits within budget.
Managing up - You will let your peers know how you are progressing, if there are any issues during work and ask for reviews where you feel it is necessary.
Taking care - Quality assuring your own work for the best and most relevant solutions.

DESIRED EXPERIENCE: Prior experience in a customer facing role is an advantage.
 
BONUS EXPERIENCE: Trello, Intercom, Jira.

LIFE AT ONE

This is the part of the page where we talk about pool tables, Playstations, free food. We should show photos of awkward beer swigging and cake sales, along with a bunch of other perks and gimmicks that are usually just props for a lack of real culture.

So while we have all that, nobody works here because of superficial benefits. Yes we have working from home, flexible working, amazing staff parties and training budgets, but again, that’s not why people love being a part of ONE. 

DWYL

But if we were to really think about it, ask around the studio, then it’s mainly down to being part of what we believe is the best digital team in the UK. Learning every day and playing a part in the continuous strive for personal and client success. No deadwood, no bumblers, no arrogant freelancers who don’t give a shit; just a solid bunch of passionate and positive people looking to make a difference. We all push each other to hold ourselves to a higher standard - and the rate of improvement among all levels is staggering. We all learn to think more strategically, more critically, more commercially. We all get involved.

Everyone is in full control of their own success, and there’s no better training-ground to be the best possible version of yourself than within a team who all think and want the same.

Attitude above aptitude
But we’re not for everyone. You’ve got to be a self starter, have a positive mindset, have resilience, put the team before yourself, and leave politics at the door. 

We never panic hire. It’s better to have a hole than an arsehole, it doesn’t matter about talent if you don’t get on with the team and don’t love what you do. 

So if you’re looking for an opportunity to be an integral part of the team & quickly progress into an Account Manager / Project Manager role and make some great friends, then go for it, we’d love to hear from you.

 

STRICTLY NO RECRUITMENT AGENCIES.

Do you have what it takes?

We’re always interested in meeting talented, committed digital specialists at all stages of their careers. Fill in your details below and we will keep you up-to-date with the latest vacancies.