Our client, located in Swanley, is seeking an extremely driven, well organised, goal orientated, nurturing, Customer Success Manager with the ability to solve problems and possess excellent people management skills.
You must understand technology, high volume transactions and have a great understanding of customer service driven businesses.
Extensive experience in lettings is essential.
The role:
Reporting to the Head of Operations and working closely with other Managers, the role is to ensure the smooth and efficient management and delivery of services to all national clients by way of the franchise and affiliate network.
The role is both external and internal facing, managing the process from client adoption throughout the whole client journey. This will include growing and managing the affiliate network and working with the franchisees to ensure the needs of the national accounts are met.
A critical skill of this role is the ability to manage, nurture and support your team ensuring process and procedures are put in place to deliver the high level of service expected, solve day to day problems, manage complaints and ensure excellent communication and overall support of the national network.
You will be required to work harmoniously alongside other members of staff to ensure all target and KPIs are met and develop strong internal and external relationships. You are expected to maintain the client facing company culture and image by being professional, helpful, supportive, informative and to ensure that services are delivered against the agreed SLA with minimal complaints.
As part of this role, you will be responsible for:
Onboarding and development of new clients
Growing national account revenue
Managing client pricing
Complaint management
Training and ongoing mentoring of new members of client (Operations) team
Sourcing, onboarding and arranging necessary training for affiliates in areas where needed.
Overall management of all national accounts
Identifying opportunities for additional services to existing accounts
Liaising with Franchise Network Manager with a view to introducing new reports/services as identified
Liaise with all national accounts regularly for feedback and to build relationships.
Ensuring regular visits are made with clients personally or by other staff members.
Take on responsibility of QC for all reports (affiliates) within the Ops team and to liaise with other team members to ensure quality is managed.
Internal Communication of key accounts to other team members
Supervising, managing and developing the customer support team.
Motivating and leading the team members by developing their skills, clarifying requirements, offering support and encouragement, and providing helpful feedback.
Being an active part of the leadership team
Skills required:
People manager with proven experience of team management and development to meet exacting standards.
Positive, outgoing personality with a can-do attitude.
Problem solver, multitasker, finisher.
An exceptional communicator both on a telephone, electronic and face to face
Ability to work as part of a team as well as independently.
Working experience of high volume, low margin services
Ideally knowledge of franchise or subcontract third party networks
Experience working in small companies where active involvement in various roles is a prerequisite
Out of the box thinker
Good attention to detail with strong interpersonal skills
Process and system orientated
Ability to multi-task and prioritise workload
Excellent reporting skills, able to deliver relevant reports and analysis succinctly and clearly
Candidate Criteria
Passionate, energetic, positive, enthusiastic, and capable of working in a team environment;
Good knowledge of using software systems (proprietary and off the shelf systems such as HubSpot)
Excellent customer facing and relationship building skills
A good manager of people, someone who understands problems, develops a process and can roll out to their team.
Able to lead your team by taking the pressure off, nurture and developing them to become more accountable.
Collaborative and supportive, able to relate comfortably to colleagues of different seniority and backgrounds across the Company.
Able to work on own initiative with minimal supervision;
Good written and verbal communication skills;
Good verbal and written presentation skills
Please Note:
Due to the high volume of CVs we receive it is not viable for us to respond to individuals. If you have not received a response within 7 days then please kindly assume your application has been unsuccessful in this instance
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