Customer Success Executive

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer. 

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology. 

What the role is all about… 

We're looking for a Customer Success Executive to join our Three business team to deliver exceptional post-sale customer service and support to some of our large contractual business customers. Reporting into the Customer Success Senior Manager,  you'll be working in a team of five to manage day-to-day enquiries, handle issues and concerns and work through incident management all whilst building a strong, trusting relationship through a customer-first mindset that balances both commercial objectives and positive customer experiences.  

What you’ll be doing… 

• Serve as the primary point of contact one of our large business clients, driving value, growth and loyalty 

• Serve as a customer advocate internally while effectively collaborating with internal, cross-functional teams 

• Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment 

• Early engagement with acquisition colleagues to ensure smooth and seamless journey from acquisition activity 

• Achieve individual monthly targets as set by the business across a range of commercial and experiential metrics 

• Ensure all customer communication is recorded within the respective records and all calls dealt with in a professional manner 

• Be responsible for monitoring ongoing customer health, customer satisfaction/NPS, acting on feedback to improve and drive satisfaction 

• Support Three senior leadership in achieving strategic goals and monitor progress through the use of appropriate metrics 

What you'll ideally bring... 

• Proven customer service experience via inbound/outbound call handling 

• Demonstrable experience in successfully managing customer relationships, ideally business to business experience but not essential 

Please note: 

This is a hybrid role working between your home (2-3 days a week) and our Reading office at Green Park (2-3 days a week).

Salary range for this role starts at £28,320 and exact salary will differ by job and experience.

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Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.