Customer Service / Account Manager – Telecommunications

Location: Manchester (Office Based)
Salary: £27,000 - £33,000 per annum (depending on experience)

About the Company

Our client is a well-established and growing telecommunications provider, delivering high-quality connectivity and communication solutions to businesses across the UK. Due to continued growth, they are looking to recruit a Customer Service / Account Manager to join their Manchester office.

This is an excellent opportunity for someone who enjoys building strong customer relationships, providing outstanding service, and managing customer accounts within a fast-paced telecoms environment.

The Role

As a Customer Service / Account Manager, you will be the main point of contact for a portfolio of customers, ensuring they receive an exceptional level of service from onboarding through to ongoing account management. You'll work closely with internal teams to resolve customer queries, manage account changes, oversee renewals, and identify opportunities to strengthen customer relationships.

This is a fully office-based position in Manchester, offering a supportive team environment and genuine opportunities for career progression.

Key Responsibilities

• Manage a portfolio of customer accounts, delivering a high standard of customer service.
• Build strong, long-term relationships with customers through regular communication.
• Respond promptly to customer enquiries via phone and email.
• Resolve customer queries and service issues efficiently, liaising with internal departments where required.
• Process new orders, upgrades, contract amendments, renewals, and cancellations accurately.
• Monitor customer accounts to ensure services are delivered in line with expectations.
• Coordinate with Sales, Technical Support, Provisioning, Billing, and Operations teams to ensure a seamless customer experience.
• Maintain accurate customer records using the company CRM system.
• Proactively identify opportunities to upsell or cross-sell telecom products and services where appropriate.
• Ensure customer retention through excellent service and proactive account management.
• Meet individual and team KPIs relating to customer satisfaction, service levels, and account growth.

Essential Skills & Experience

• Previous experience in Customer Service, Account Management, Customer Success, or a similar client-facing role.
• Experience working within the telecommunications, broadband, connectivity, ISP, or mobile sector.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive and solution-focused approach to problem solving.
• Experience using CRM systems and Microsoft Office.
• Ability to work collaboratively within a busy office environment.

Desirable

• Knowledge of fibre broadband, VoIP, leased lines, cloud communications, or mobile services.
• Experience managing B2B customer accounts.
• Commercial awareness with the confidence to identify opportunities to add value for customers.

If you believe you have the credentials to fill this role, then please drop your CV to Michael Hodson on mhodson@serlimited.com or give me a call on 01254 781300.

“SER-IN”