Customer Relations Manager

Michael Page (UK); Southampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment firm is looking for a Customer Relations Manager in Southampton. This role involves overseeing the Customer Care department, fostering team performance, and ensuring high standards of customer service. The ideal candidate will have management experience in sales or customer service and excellent communication skills. Competitive salary and benefits are offered in this vibrant work environment.

Benefits

Competitive salary

Good annual leave package

Pension scheme

Professional development

On-site parking

Qualifications

• Experience in managing a high-performing team in sales or customer service.
• Exceptional written and verbal communication skills.
• Ability to coach and identify development needs within the team.

Responsibilities

• Oversee the Customer Care department.
• Champion ongoing development of the team.
• Manage team performance and conduct personal development meetings.

Skills

Team management

Stakeholder management

Time management

Communication skills

Customer service skills

Coaching and development

IT proficiency

Motivational leadership

Education

5 GCSE's including Maths and English

Tools

Salesforce CRM

Voxtron or other call monitoring system

Job description

• Local roles based in Southampton
• Company thriving on growth

About Our Client

Our client is a well established business across the world. A global leader in the manufacturing and sale of finished watches, jewellery, and components, including innovative electronic systems. Founded in 1983, they revolutionised the industry with affordable, high-tech, and stylish watches that reflect the spirit of art, sport, and joy of life.

Job Description

The key responsibilities for the Customer Relations Manager role are:

• 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.
• To effectively manage Customer Care in boxes and work flow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department.
• To manage team performance, development and absence including recruitment, conducting 1:1s, personal development meetings, providing coaching and conducting formal meetings.
• To 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 deliver first contact resolution.
• To ensure accurate data recording within the team.
• To 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.

The Successful Applicant

The successful candidate for the Customer Relations Manager is someone with the following:

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

What's on Offer

The candidate for the Customer Relations Manager role will receive:

• 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