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Morgan McKinley is looking for an experienced Customer Relations Manager to join a fab company based in East Grinstead, West Sussex. The Customer Relations Manager will be providing guidance to the contact centre on any customer complaints, taking hold of escalations with a strong customer focus, helping to identify ways to reduce complaints, through reporting and identifying trends and improvements. This is a great varied hybrid working customer services manager role.
Salary: up to 36,500 + excellent benefits
Location: Hybrid working - East Grinstead, West Sussex
Customer Relations Manager duties:
- Oversee the Customer Services - complaints function
- Monitor, review and implement customer complains processes
- Be champion of Customer Service excellence, generating high levels of customer satisfaction
- Reporting key complaint, customer service levels and trends
- Suggest and develop processes to improve efficiency of customer experience
- Monitor and review customer feedback surveys
- Review contact centre levels, support with training and recruitment
- Investigate and reply to complaints that are escalated
Skills and experience required:
- Proven experience working in a similar Customer Services, Management - complaints management type role
- Excellent communication skills
- People management experience
- Attention to detail, accuracy and analytical skills
