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Customer Relations Manager, Customer Service Manager

£25,000 to £30,000
Job Type
14 Jan 2023
Customer Relations Manager, Customer Service Manager : 25 - 30k 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 partnerships for growth.

Key Responsibilities/Accountabilities

Provide leading edge "Proactive" & "Reactive" contact strategies that are customer defined.
Complete on site 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.
On-boarding 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.
Co-ordinate 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.
Well-honed analytical skills and data manipulation to drive opportunities and decision making including proficiency in all Microsoft Office applications.
Ability to build good, sustainable relationships with Customers and Internal Contacts.
Self-motivation 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 multi-task 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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  • Job Reference: 875534274-2
  • Date Posted: 14 January 2023
  • Recruiter: Mandeville
  • Location: Berkshire
  • Salary: £25,000 to £30,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent