Customer Relations Manager
Chichester
£32,000 – £38,000

Our client based in Chichester are seeking a Customer Relations Manager to play a strategic force in driving their customer service function forward.

The role will oversee two service teams; firstly a customer service team whose key focus is to provide outstanding service to the Company's Independent customers through an inbound/outbound contact centre environment. Secondly a customer operations team who provide a sales support function to the Company's team of national account managers and national accounts including a number of the UK's key retailers. You will hold ultimate responsibility in providing accurate customer operations and service updates to the rest of the
business.

The Customer Relations Manager will be commercially aware with flair for process improvement and project management. You will also possess strong organisational skills and will be able to demonstrate your expertise in managing multiple assignments and tasks by setting priorities and adapting to changing conditions.

Key responsibilities;
• Set, monitor and continuously improve the customer service standards for our client and engage all employees in the importance of outstanding customer service to the business as a whole. Be seen as a role model for Customer Service and instilling a culture of service excellence amongst the team.
• Develop and deliver a 3 year plan to improve customer service standards
• Record, monitor and assess all members of the service team's effectiveness and performance in their job roles to ensure continuous development. Lead, motivate, manage and develop the team.
• Define, track and monitor service delivery performance levels and agreed KPI's; pro-actively highlight any areas of underperformance or improvement and determine and execute actions to address this.
• Conduct, regular formal and informal performance reviews and provide ongoing motivational and developmental feedback to team members; identify and address team training and coaching needs.
• Proactively facilitate internal communication exercises and initiatives between all departments.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Keep up-to-date with competitor activity and recommend any necessary tactical action.
• Develop and implement a complaints procedure including the monitoring of this moving forward.

The ideal candidate will fulfil the following criteria;

Proven ability to enhance the customer experience and increase sales
Ability to lead and motivate a team with proven team management or supervisory experience
A strong background in customer service with in-depth knowledge of customer service principles and practices
Enthusiastic and self-motivated
Able to prioritise and work well under pressure to meet demanding deadline
Excellent interpersonal skills, including clear communication, a positive attitude and the ability to multi task.
Strong organisational skills, attention to detail and accuracy when working with numbers.
Ability to communicate clearly and at all levels of the business
A background in retail, shipping or logistics would be advantageous

This is a fantastic opportunity, please apply today to Chloe Morris on [please apply by clicking on the blue button on this web page] or call[please apply by clicking on the blue button on this web page]