Customer Relations Manager, Customer Service Manager - Berkshire, United Kingdom - Mandeville Recruitment Group

Mandeville Recruitment Group
Mandeville Recruitment Group
Verified Company
Berkshire, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Customer Relations Manager,

Customer Service Manager:
£3- 38k basic salary. Rapidly expanding business offering fantastic career progression opportunities.
The aim of the role is to provide exceptional customer service.

The Customer Relationship Manager will act as a "conduit" to key touch points within my clients business and provide long term robust solutions for customers, which enhance and deliver partnershipsfor growth.

Key Responsibilities/Accountabilities

  • Provide leading edge "Proactive" & "Reactive" contact strategies that are customer defined.
  • Complete onsite stock checks with your portfolio of accounts as an when required.
  • Lead on "After Sales Service" queries for customers within the designated portfolio, ensuring that the monitoring of progress is paramount to agreed customer service level agreements.
  • Onboarding of new contracts and "Welcome Pack" and "Introductory" review with customers.
  • Provides the customer with a "One Stop Shop" desk based named contact into the business.
  • Review CSI and Net Promoter feedback and deploy action plan to improve customer experience.
  • Ability to view a customer 360 degrees and prioritise customers for service/sales/support.
  • Proactively manage portfolio of accounts from processing orders to after sales support.
  • Coordinate key account reporting and analyse issues up front to proactively resolve.
Key Deliverables

  • To deliver first class customer services to a defined customer.
  • Process customer orders / changes when required.
  • To deliver an improved customer satisfaction for "New" & "Existing" customers in relation to account set up and mobilisation.
  • The Customer Relationship Manager will analyse performance for service and operations against agreed customer SLA's and make recommendations and deliver long term improvements.
Essential Skills and Behaviours required for Success

  • Strong influencing and negotiation skills.
  • Ability to build good, sustainable relationships with Customers and Internal Contacts.
  • Selfmotivation and the ability to work on own initiative.
  • Tenacity to deliver exceptional customer service.
  • Ability to demonstrate determination in setting personal objectives and the achievement of goals.
  • Well organized and methodical in approach to drive accurate solutions for our Customers.
  • Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
  • Confident with the ability to challenge poor performance and deliver marked change for customers
  • Ability to multitask and be resilient in a high pressured and fast paced environment.
Professional Experience/Preferred

  • Customer service orientated
  • An understanding of how a sales & customer service function align in a portfolio business.
  • An understanding of the threat posed by our competitors and how to impact on this.
  • Account planning & contact strategy of customers by segment and customer intelligence.
Mandeville is acting as an Employment Agency in relation to this vacancy.
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