An excellent interim Customer Services Management post has arisen with our Manchester based client.
They are looking for an experienced Customer Relations Manager to head up their Customer Relations team. The post-holder will review and challenge the value of the work currently undertaken to enable future requirements to be better defined. The role will focus primarily on understanding how the organisation wishes to respond to customer comments and complaints, and on implementing a more customer focused way of working.
Process improvements, tracking complaints, standards of written response, response times to complaints, technology improvements and improved interpretation of data and management reporting are all areas that require short term significant improvement. A strong, customer focused change manager is therefore required to challenge and drive forward more effective ways of working across the organisation.
The successful applicant will be instrumental in working out how the organisation wishes to evolve from managing a small, basic complaints processing function to delivering a focused customer relations role which delivers a more robust, intuitive approach to managing and acting upon feedback within the business.
The key skills and experience required for this post includes:-
· Experience of delivering measurable improvements within a senior customer relations role;
· Ability to challenge working practises, change attitudes and positively introduce new, more effective ways of working;
· Ability to effectively manage, develop and coach staff and introduce changes in a positive manner;
· Experience of managing performance of staff, through the use of regular work programmes, performance reviews and continuous feedback;
· Strong background in corporate customer relationship management;
· Ability to manage conflicting deadlines, work under pressure and deliver consistent results over time;
· Politically astute, with an understanding of when to escalate issues
· Ability to devise and implement key performance indicators to measure the performance of the operational teams and report up to Chief Executive level on a weekly basis;
· Significant experience of writing complex complaint responses in a customer focused manner, using plain English standards and positive tone;
· Experience of developing and implementing revised procedures to meet business objectives
· Experience of managing and validating complex data sets;
· IT literacy, with an ability to specify the user requirements of any future IT systems for the team
· Ability to analyse data on complaints, write and present complex technical reports to a range of different audiences;
· Excellent communication skills, ability to negotiate and influence others;
· Team player with clear leadership qualities.
The role will consist of the following key activities:-
· Head up and directly manage the Customer Relations (complaints processing function) team (3 staff);
· Critically review and document the value of the work undertaken and the processes / procedures utilised to gain a clear understanding of the current position;
· Identify the underlying causes of the complaints backlog and identify ‘quick wins' to deliver positive results;
· Devise and deliver weekly management reports to the Chief Executive on progress and performance of complaints resolution;
· Define the management information and processes required to undertake the current scope of work;
To apply for this challenging and rewarding post please submit your CV and contact details as soon as possible. A full job brief is available upon request.
· Working with Managers and Directors across the business to develop a suitable ‘customer relations' function to meet the emerging business requirements;
· Put in place adequate procedures and processes to ensure due process is followed at all times, both within the current ways of working and for the revised ways of working;
· To mentor staff, raise the skill set within the team and to provide coaching and development on customer care;
· To provide timely management information;
· To develop internal KPIs for which the team and other operational departments will be managed / monitored against;
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.
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