Customer Relationship Manager - Leeds, United Kingdom - Cactus Search

Cactus Search

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

We are looking for a Customer Relationship Manager to help with the Management of a team of Account Managers to ensure succesful delivery of a defined set of objecttives.

You will be a leader of people and ensure the team deliver the very best customerservice at all times.

Whilst creating a culture of continuous improvement, you will also seek out oppurtunities to improce current services and drive efficiency.

Duties:

Performance of a portfolio of customerswith a defined set of outcomes
The retention and growth of those customers, in terms of in

- life services, renewals, ordering and deliveries

Continuous Improvement by seeking opportunities to deliver excellent customer service
Lead a team of Account Managers responsible for a group of customers to deliver great service
Performance management of the team to achieve a defined set of outcomes
Act as a point of escalation for daytoday issues. Take ownership of customer escalations to satisfactory outcome
Support the Head of Customer Service with their duties
Identify and implement departmental strategies to improve quality of service, productivity and profitability.
Provide management information to all departments as and when required
Effectively manage internal and external stakeholder relationships

Experience:

Outstanding B2B customer service and communication skills
Contact Centre Management/Account Manager experience looking after large teams
Excellent Customer Service Management experience
Excellent IT and systems knowledge
Expertise in handling complex customer issues and complaints at high level
Experience in identifying and facilitating new customer implementations and business change.