Thorn Baker Industrial Recruitment are looking for Customer Relationship Partners to work for an established manufacturer based in Bristol
About the Role:
Day-to-day supervisory responsibility for the leadership of the Customer Service department, by assisting the Head of Customer Experience, in delivering on the departmental and company strategy requirements through operational efficiency whilst delivering KPI measures across the Customer Service and Repair Teams, through training and coaching.
Primary responsibility for our Customer Service Manager is to ensure that customers' expectations are met and where possible exceeded.
Pay & Benefits:
Starting salary of £50,000 - £55,000 per annum
25 Days holiday + 8 days bank holidays
5 days a week in the office with potential to change to hybrid
Auto enrolled onto pension scheme
Chance for progression in a growing company
Roles and Responsibilities:
Manage workload and delegate tasks effectively, focusing on department priorities to ensure all work streams are delivered within agreed SLAs.
Complete daily and weekly KPI reporting for the effective management of the team, SLA management and as required by senior stakeholders as well as preparation of 1 2 1s for Partnership team though accurate data reporting.
Complete and accurately record Return to Works and support in the day-to-day leadership of absence management. Ensure time off is recorded and leadership team made aware of any concerns.
Work in partnership with other business functions including Sales, Product Development, Marketing, Procurement and Production to forge strong working relations and ensure our Wheel of Collaboration remains a fundamental part of cross departmental relations.
Capture the team abilities in a skills matrix and develop an ongoing development and training plan for all team members, including a comprehensive induction course for new joiners
As requested, assist the Head of Customer Experience with the project team to implement a CRM system for the Customer Service department
Ensuring the Customer Partnership teams work on their agreed job descriptions, and being responsible for their development through ongoing training, objective setting and appraisal reviews as required by Group policy with the Head of Customer Experience.
Take ownership of Trustpilot, CSAT and Google business review pages and actively seek to increase and/or maintain this within agreed targets as set by the Head of Customer Excellence
Alongside the Head of Customer Experience, create, update and implement Standard Operating Procedures folder and keep this up to date with all current and new employees
Attend meetings, communicate minutes and actions clearly to Head of Customer Experience and the wider Relationship team
What we need from you:
Experience of supporting colleagues in previous or current role
Experience of working in a retail environment with a high volume of SKUs
Experience of complaint handling
Experience of CRM implementation
Good communication skills and able to present ideas to senior stakeholders
Strong organisational skills and ability to manage and lead multiple projects
Pro-active "can do" approach which embeds a positive an results driven culture within the team
Experience of devising training plans and coaching techniques.
We are an equal opportunity employer and value diversity at our company. We welcome applications from people of all backgrounds, experiences, and perspectives. We believe that diverse teams make for more innovative and effective solutions.
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