1. Local roles based in Southampton
2. Company thriving on growth
About Our Client
Our client is a well established business across the world. A global leader in the manufacturing and sale of finished watches, jewellery, and components, including innovative electronic systems. Founded in 1983, they revolutionised the industry with affordable, high-tech, and stylish watches that reflect the spirit of art, sport, and joy of life.
Job Description
The key responsibilities for the Customer Relations Manager role are: * Oversight of Customer Care department.* Champion ongoing development of the department.* Workforce planning and development.* Talent Management, including coaching and mentoring.* Lead organisational culture change within department.* Motivate the teams and create an environment of overall collaboration, communication within the departments* To effectively manage Customer Care in boxes and work flow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department* To manage team performance, development and absence including recruitment, conducting 1:1's, personal development meetings, providing coaching and conducting formal meetings* To inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them deliver first contact resolution* To ensure accurate data recording within the team* To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner* Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customer's expectations.
The Successful Applicant
The successful candidate for the Customer Relations Manager is someone with the following: Essential Skills and Experience* Team manager experience within a high performing team, in either sales or customer service sector* Stakeholder management* Excellent time management skills and able to effectively prioritise workload* Effective planning and organising skills with close attention to detail* Exceptional written and verbal communication skills* Ability to identify development needs within the team and effectively coach to build and maintain a high performing team* Demonstrable customer service and complaint handling experience* Strong IT skills, proficient in all MS Office programmes to an advanced level* Strong motivator / people person / able to lead a team to successEssential Qualifications* 5 GCSE's including Maths and English (or equivalent)Desirable Skills and Experience* Experience with Voxtron or other call monitoring system* Experience with Sales force CRM* Retail and / or watch industry experienceDesirable Qualifications* Relevant Management and Administration Qualification
What's on Offer
The candidate for the Customer Relations Manager role will receive:
3. Competitive salary
4. Good annual leave package
5. Pension scheme
6. Professional development and training opportunities
7. On-site parking and/or easy access to public transport in Southampton