Purpose of the Role
To ensure exceptional customer satisfaction across all Swift Heating Solutions projects. The Customer Relations Manager will act as the link between customers, office staff, and engineers, ensuring quality service delivery, quick resolution of remedial issues, and consistent standards across the business. This role is directly responsible for safeguarding the company's reputation and driving 5-star reviews.
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Key Responsibilities
1. Customer Satisfaction & Reviews
2. Act as the main point of contact for post-installation customer care.
3. Follow up with all customers to ensure systems are running as expected.
4. Implement proactive measures to secure positive customer experiences.
5. Drive and track 5-star reviews across platforms such as Trustpilot and Google.
6. Remedial Works Management
7. Oversee and coordinate remedial visits to ensure swift and professional resolution.
8. Track common issues, report root causes, and provide feedback to installation teams.
9. Staff Training & Development
10. Deliver ongoing training sessions to engineers and office staff on customer service standards.
11. Identify training needs based on recurring remedial issues and customer feedback.
12. Compliance & Quality Assurance
13. Ensure all works meet MCS, Gas Safe, F-Gas, and other regulatory standards.
14. Carry out quality audits on installations and commissioning.
15. Maintain accurate documentation and ensure compliance is evidenced.
16. Commissioning Oversight
17. Support and oversee commissioning to ensure systems are signed off correctly.
18. Provide customer handovers and ensure they understand system operation.
19. Continuous Improvement
20. Create feedback loops between customers, engineers, and management.
21. Recommend and implement process improvements to reduce remedials and raise margins.
22. Maintain up-to-date knowledge of industry regulations, customer service best practices, and heating technology.
Job Type: Full-time
Pay: From £35,000.00 per year
Benefits:
* On-site parking
Experience:
* Plumbing : 5 years (required)
Willingness to travel:
* 50% (required)
Work Location: Hybrid remote in Poole BH14 0RG