Compensation package:                 £28,000 base (£32,000 OTE)

Office location:                                Old Trafford, Manchester, M16 0PQ

Working hours:                                Monday - Thursday 1pm - 10pm, Friday 1pm - 6pm (4.5 days per week)

As our Complete Caller Experience product continues to evolve, so does our team. PHMG has always been dedicated to transforming the way businesses communicate with their callers and we’re looking for someone to join our dynamic team to contribute to that commitment through cutting-edge solutions. We’re looking for an ambitious Operations Associate to join the Premium Services team to help fulfil and improve all our operational responsibilities.

In this role, you will work alongside our Cloud Fulfilment Team, supporting the implementation of our Premium Services. Additionally, you will collaborate with our Sales teams to streamline processes and ensure a seamless client journey.

Your responsibilities will include working cross-functionally with multiple departments and enhancing communication channels both internally and externally. Your exemplary communication skills, meticulous attention to detail, and strong organizational abilities will ensure our client journey is of the highest standard.

Responsibilities:

• Ensuring a timely response to incoming client queries and requests as well as proactively contacting clients/internal departments as and when required
• Utilising call notes from the AMs/ADs to set future follow up calls to clients and send outlook calendar invites for telephone, Zoom and face to face meetings
• Raising engineering cases and logging follow up tasks as well as liaising with the engineering department and clients to resolve outstanding cases
• Processing client meeting reports
• Liaising with the Copy, Production and Music & Voice teams to creatively develop client audio branding productions
• Responsible for all creative aspects of the client updating their renewals. As well as creating the renewal and following the process to fruition, including sending scripts and productions to clients
• Managing the account managers inboxes when the account manager is on annual leave
• Working proactively with the account managers to reach out clients

Skills, knowledge and experience required:

• Solid verbal and written communication skills with proven experience within a similar role
• An ambitious self-starter with drive, creativity, and a commitment to first-class customer service
• Strong listening and writing skills and an ability to speak articulately and confidently
• High levels of attention to detail and expert organisation/time-management skills
• Expertise with all standard PC software and CRM databases
• A commercial mindset to be able to balance client need with company business objectives
• Commitment to your personal development and career growth

#LI-ET