Client Relationship Manager

TN United Kingdom; Leicester; On-site; GBP 28,000; Full time

Job description

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Client Relationship Manager – Hinckley – Office based – £28,000

Are you someone who thrives on communicating and driving success? Do you work well under pressure with a positive “can-do” attitude? This could be for you!

This is a fantastic opportunity which requires you to promote and manage our client’s reputation. You will be responsible for driving positive reviews and feedback from their clients and employees to showcase the services they are providing. You will also be required to resolve any negative reviews and feedback with a positive outcome, ensuring that you are delivering excellence in service by providing fast client focused solutions. It is an exciting time to join the business as they go from strength to strength.

Day to day responsibilities:

* Ownership of and primary contact for customer feedback including responding to reviews, feedback, FCA regulated and non-regulated complaints.
* Proactively log, manage, and respond to customer complaints in a timely manner in line with our complaint’s procedure.
* Provide, promote, and demonstrate a high-quality customer focused approach.
* Collaborate with others in the business to enhance our reputation.
* Escalate negative reviews and feedback through the correct channels.
* Assist customers with inquiries or concerns to help resolve any issues.
* Monitor customer and staff reviews to oversee online reputation and engagement.
* Regular reporting to recognise themes and track key metrics related to customer satisfaction.
* Complete mystery shops across our services to review service delivery.
* Provide monthly reporting of online activity, service delivery and reputation to include analysis and proactive actions taken.
* To complete training for the wider business on the importance of our online presence and reputation
* Work with teams and stakeholders towards enhancing online reputation and improved service delivery.

Who are you?

* Experience of dealing with online reputation management and complaints
* A positive “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the business.
* Ability to work in a fast-paced environment.
* Thrives on communicating and driving success.
* Strong organisational and time management skills
* A dynamic and flexible approach, as well as the ability to work under pressure.