Customer Relations Manager

Recruiter
Page Personnel
Location
Berkshire, UK
Salary
Competitive
Posted
13 Sep 2019
Closes
02 Oct 2019
Ref
1260170473
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Customer Relations Manager, Bracknell: The Customer Relations Manager is a key role within the Department, having an impact on customer focus and the quality of our service. By managing a team of customer relations coordinators, the role will develop the changing relationship with customers, which will mean more focus on our customer promise versus fixing problems.

Client Details

Customer Relations Manager, Bracknell: Market leading organisation who always do well on the sunday times best companies to work for. Modern offices near to public transport.

Description

Customer Relations Manager, Bracknell

Manage team of Customer Relations Co-ordinators to deliver set CR SLA's and KPI's.
Utilise performance management, coaching and 121's to manage performance and drive forward improvements in overall SLA/KPI performance.
Continuous improvement in service quality through team development utilising the industry BPA quality service.
Support and develop coordinators through Honda PDR and Appraisal process
Manage the quality of all customer communication in the team by training and monitoring all aspects and utilising feedback techniques to deliver results.
Manage all escalations from Co-ordinator in a positive and productive way taking them to the point of resolution.
Proactively look at process improvements in the team and put in place countermeasures to improve overall process
Manage goodwill budget across all products by ensuring Co-ordinators are making the right decisions and are working within guidelines.
Demonstrate role model behaviour to the team through appearance, attitude and work ethic
Help to manage the relationship with our European Contact Centre by providing support on queries and also looking at opportunities for efficiencies
Co-ordinate and carry out interviews for recruitment of new people into the team. Also plan and facilitate training programmes for new starters and ongoing training needs.
Manage relationships across all business functions and in the Dealer network in order to be on hand for any customer escalations and closely work with our Field TeamProfile

Customer Relations Manager, Bracknell

Experience of managing people and coaching
Excellent interpersonal, communication and relationship building skills
Exposure to commercial decisions to increase retention
Evidence of delivering results through performance management
Ability to communicate effectively business challenges at all levels.
Positively engage and motivate a team of people
Proven ability to think outside the box to solve customer problems.
Committed to delivering a great customer experience through a team of people
Experience of improving processes in a customer environment to create efficiencies
Devising and implementing training programmes and meetings
Juggle multiple priorities whilst providing excellent service
Able to interrogate data to highlight improvement areas on performanceJob Offer

£136 per day plus some competitive benefits

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