Customer Relations Manager

Michael Page; Eastleigh; On-site; GBP 60,000 - 80,000; Full time

Job summary

A client-focused company in Southampton is seeking a proactive Customer Relations Manager. This role involves managing the Customer Care department, enhancing client relationships, and ensuring exceptional service delivery. The ideal candidate will have team management experience in customer service, excellent communication skills, and a strong background in stakeholder management. Competitive salary and development opportunities are offered.

Benefits

Competitive salary

Good annual leave package

Pension scheme

Professional development opportunities

On-site parking

Qualifications

• Experience managing a high performing team in customer service.
• Exceptional written and verbal communication skills.
• Demonstrable customer service and complaint handling experience.

Responsibilities

• Oversee the Customer Care department.
• Manage and follow-up customer complaint escalations.
• Motivate teams and create a collaborative environment.

Skills

Team management

Stakeholder management

Time management

Planning and organizing

Communication skills

Coaching and mentoring

Customer service

IT skills

Education

5 GCSEs including Maths and English

Tools

Voxtron or other call monitoring system

Salesforce CRM

Job description

Overview

We are seeking a proactive and customer-focused Customer Relations Manager for our well established client based in Southampton. In this role, you will be the key point of contact between the company and our clients, ensuring exceptional service delivery, managing customer queries and complaints, and driving customer satisfaction and loyalty. You will play a critical role in strengthening client relationships and improving service across the business.

Responsibilities

• Oversight of Customer Care department.
• Champion ongoing development of the department.
• Workforce planning and development.
• Talent Management, including coaching and mentoring.
• Lead organisational culture change within department.
• Motivate the teams and create an environment of overall collaboration, communication within the departments.
• Effectively manage Customer Care in boxes and work flow, remaining adaptable to adhere to Service Level Agreements within the Customer Service Department.
• Manage team performance, development and absence including recruitment, conducting 1:1s, personal development meetings, providing coaching and conducting formal meetings.
• Inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them to deliver first contact resolution.
• Ensure accurate data recording within the team.
• Manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner.
• Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customer's expectations.

Profile

Essential Skills and Experience

• Team manager experience within a high performing team, in either sales or customer service sector.
• Stakeholder management.
• Excellent time management skills and able to effectively prioritise workload.
• Effective planning and organising skills with close attention to detail.
• Exceptional written and verbal communication skills.
• Ability to identify development needs within the team and effectively coach to build and maintain a high performing team.
• Demonstrable customer service and complaint handling experience.
• Strong IT skills, proficient in all MS Office programmes to an advanced level.
• Strong motivator / people person / able to lead a team to success.

Essential Qualifications

• 5 GCSE's including Maths and English (or equivalent).

Desirable Skills and Experience

• Experience with Voxtron or other call monitoring system.
• Experience with Sales force CRM.
• Retail and / or watch industry experience.

Desirable Qualifications

• Relevant Management and Administration Qualification.

Job Offer

• Competitive salary.
• Good annual leave package.
• Pension scheme.
• Professional development and training opportunities.
• On-site parking and/or easy access to public transport in Southampton.