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Customer Relations Manager

Hays Specialist Recruitment Limited
Closing date
21 Jun 2021

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Technology & New Media
Contract Type
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Job Details

Experienced customer relations manager required for an exciting opportunity in Middlesbrough

Your new company
Our clients vision and mission is to advance the social and economic wellbeing of disadvantaged people within our communities and over the next five years they aim to be the fastest growing UK employability business.

Your new role
  • Establishing a brand-new Customer Success Centre (CSC) that is focussed on delivering exceptional customer service to participants, employers, funding bodies or other organisations through multiple channels including voice, live chat, and e-mail.
  • Contributing to the development of CSC systems and procedures, agreeing service level agreements (SLAs), quality metrics and performance targets to ensure that activity continually supports service delivery, evidencing our commitment to contractual and quality requirements.
  • Undertaking the resourcing and recruitment of a dynamic team of individuals who are diligent and committed to helping people
  • Leading, motivating, developing and performance managing the CSC team to continuously improve and increase their capability and deliver against quality, compliance, and performance targets.
  • Maintaining accurate data management (adhering to data protection) and reporting systems, ensuring reports on all aspects of customer journey activity are generated so the business can understand contract performance.
  • Effectively and efficiently managing administrative tasks, working flexibly in response to changing operational demands
  • Using data, management information and self-assessment activities, drive best practice and continually improve service delivery to maintain consistent, high levels of customer satisfaction.
  • Managing relationships with internal and external stakeholders to ensure services issues are identified and resolutions implemented.
  • Implementing and maintaining the customer satisfaction programme, encouraging customers to share their feedback on their experience of our service.
  • Embedding our customer service standards and understanding the full range of services we offer so that you can best ensure that all customers are provided with high-quality information, advice, and guidance.

What you'll need to succeed
  • Extensive experience of coaching and team performance management a team in a call centre/ target driven environment
  • A broad level of best practice CSC knowledge, approaches, and technologies so that the business can benefit from new market trends and developments
  • Experience in developing SLAs that enforce contract compliance and quality service delivery
  • Exceptional communication skills; a friendly, polite, and professional manner
  • The ability to multi-task and work in fast-paced environment.
  • Experience of process flow mapping and project management in a call centre environment
  • Knowledge and understanding of data protection and safeguarding legislation
  • Excellent digital skills, including use of video conferencing (zoom, Microsoft teams), social media platforms and online communication methods
  • Experience in general office administrative duties including the use of Microsoft office packages and CRM databases / software packages
  • Knowledge and experience of the employability sector and local labour market
  • Experience of process flow mapping and project management in a call centre environment
  • NVQ Level 5 in Management and Leadership or equivalent

What you'll get in return
  • A rewarding career that makes a genuine difference to people's lives.
  • Hours and days of Work: 37.5 hours per week - Monday to Friday.
  • Holidays: 31 days' holiday, inclusive of bank holidays in your first year of service, increasing to 35 days at 5 years and 38 days at 10 years' service.
  • A two-week Induction and Training programme.
  • In-house Health and Wellbeing team.
  • Pension Scheme - contribution of 4%
  • Life Cover x 4 annual salary.
  • A generous sickness package inclusive of 13 weeks full sick pay 13 weeks half sick pay, following completion of a 6-month probationary period.
  • Enhanced Maternity and Paternity pay following completion of the probationary period.
  • Laptop and mobile phone to allow remote agile working.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at
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