Customer Relationship Manager

Posted 18 September by Berry Recruitment
A superb opportunity has arisen to join a leading national employer in the role of Customer Account Manager. This role will suit a motivated professional with first rate customer service skills and the ability to manage a bus portfolio.

Job Purpose
-To be first point of contact for the customer relationship for external contractor
-To develop and manage a Customer Development Plan, to include scheduled visits, telephone conferences & reports
-To be accountable for the timely resolution of customer queries and issues, ensuring all are logged and tracked
-To take repeated customer issues and drive improvements to prevent recurrence
-To manage improvement projects arising from customer feedback and issues
-To work closely with other departments to ensure the needs of the customer are always met
-To ensure reporting on customer issues shows both risks and opportunities
-To take high level direction and customer requirements and be able to interpret and implement into team working practice and processes

Principal Accountabilities
-Ensuring customers are visited / spoken to according to the Customer Development Plan
-Ensuring all open customer issues are resolved promptly
-Investigation into repeat problems, recommending improvements and taking on projects
-Early escalation of potential customer issues that are more serious or complex
-Reporting against KPIs for customer service by customer and issue type
-Create visibility on performance results on the team Comm Cell

Competencies, Skills & Experience
-Customer relationship management experience
-Experience of new business operations and/or change management
-Have an excellent work ethic and professional nature
-Application of company tools and techniques and demonstrating principles in action
-Good client interface skills, with experience of communicating at a Senior level
-Demonstrable problem solving, delivering business benefit
-Project management experience to deliver improvement activity to a deadline and within budget

Technical Competencies
-Customer relationship management experience
-Numerical skills
-Data interrogation, analysis and presentation
-Problem solving
-Project Management
-Customer engagement

Behavioural Competencies
-Able to work on own initiative
-Excellent interpersonal, communication and influencing skills
-Assertive balance with ability to challenge positively
-Strong team-working skills
-Flexible approach/attitude
-Self-motivated, positive and proactive 'can do' attitude
-Ability to work under pressure to tight deadlines and in a fast paced changing environment
-Demonstrates energy, enthusiasm and commitment

As well as a highly competitive salary, you will be entitled to a range of good benefits and be working in superb conditions with access to a range of excellent facilities.

Reference: 33333804

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