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Lead Customer Relations Coordinator
Location: St Ives, Cambridgeshire
Main Purpose
A lead customer service role coordinating and implementing service contracts within the NHS including preparing quotes for remedial works with additional responsibility for mentoring, training, and leading CRC’s.
Key Responsibilities
- Coordinating and implementing service contracts, liaising with service sales to ensure smooth transition
- Daily communication with CRCs on tasks and dashboard management
- Drafting and Implementing training plans and performance reviews for CRCs with the Head of CSQ to improve processes
- Approving absence and holiday entitlement
- Daily communication with customers at the NHS and private hospitals including but not limited to Facilities Management companies
- Preparation of client documentation, generating quotations (including remedial), order processing, compiling reports, responding to customer calls and arranging shipments
- Liaising between service sales, sub-contractors and sites to arrange 3rd party servicing and ensure reports are completed and the customer is aware of any recommendations
- Visiting key customers to evaluate the service provided by the CSQ team and reporting to the Head of CSQ
- Responsible for ensuring 3rd party RAMS are completed
- Ad hoc administrational tasks including raising requisitions and PO’s
- Promote cross functional working and demonstrate a one team approach to promote a positive culture within the workplace
- Assisting in the recruitment and on-boarding of new members of the team
Experience / Qualifications
- Experience working in a customer service role
- A leadership or management qualification would be an advantage or planned NVQ/ILM in Management at level 3 minimum.
- Ability to develop system processes and improve existing Standard Operating Procedures (BSOPs)
- Experience of working in a busy sales department
- Experience of CRM systems required, and Salesforce experience would be advantageous.
- Customer service experience preferably gained in a business-to-business organisation
- Basic sales experience would be preferable
In addition to a competitive salary the company offers the following benefits:
- Pension auto-enrolment after 3 months, with 6% employer contributions and opportunity to make your pension contributions via salary sacrifice
- BUPA private medical insurance after 6 months
- Employee rewards scheme
- Death-in-service benefit
- Employee Assistance Programme
- 25 days holiday plus Bank Holidays
- Cycle to Work schemes
- Company Events
- Bonus Scheme
