Customer Relations Manager

Posted by Greg on Tue, 05 Jun 2018

Job Specification

A great opportunity to join one of the foremost Customer Service providers in the UK, a genuinely customer focused organisation with a proven track record of developing staff of all levels. Having several industry recognised awards of excellence, this is chance to join a business which will give you back at least as much as you put in!

The role is to lead the Customer Relations management team to meet departmental objectives and oversee the investigation and management of customer cases. To identify change across the business in customer policy, process and procedures, to ensure customers’ expectations and the company performance KPI’s are met.

Direct responsibility for managing 4 team managers with each team having up to 8 account managers

 Full responsibility for the performance of the department in managing both operational case  management activity and the achievement of department objectives

 Ensure CSI wheels meet objectives set

 To analyse management information and trend analysis to identify improvements to processes and procedures 

 To proactively develop scheme improvements and efficiencies by cross functional working with other departments in the business and key suppliers (

 Ensure operational infrastructure is flexible to meet departmental KPI’s 

 To resolve a customer issue, ensuring no requirement for further escalation

 Responsibility for the production of Key Data Reports for FCA  Utilise all MI tools to maximise efficiency of resource

 Maintain departmental overhead and discretionary support spend within plan 

 Cultivate an open and participative environment where individuals are encouraged to contribute, have a willingness to change and develop future talent.



 Role models our leadership behaviours

 Proactively ensures the management team understands the business and departmental needs

 Empower team managers to ensure this team is motivated to achieve the highest standards at all times

 Demonstrates an innovative approach to problem solving

 Encourages cross-functional working within the team and business 

Customer Champion

 Has the customer at the forefront of all decisions ensuring the impact on the customer is fully understood 

 Cultivates an atmosphere that challenges the status quo to ensure excellent customer service

 Instrumental in driving positive Customer change 
Drive Performance

 Able to work autonomously, making decisions based on departmental principles

 Drives  scheme and process improvements  Maintain SLAs (including third parties)

 Take the lead in ensuring that all policy and procedures are challenged and necessary steps are taken to resolve a customer issue, hence re evaluating the set procedure ensuring improved customer satisfaction 

 Actively pursues improved performance with business partners recommending decisions that will maximise performance

 Creates and agrees challenging targets with individuals to develop & achieve business objectives. 
Communication Skills

 Leads the management team to achieve common goals

 Reinforces organisation values in their communications

 Communicates the vision for the future 

 Enables open and honest two way communication

 Ability to communicate at all levels with a confident and engaging style

 Presents clear and convincing arguments in order to convince others for the need for change 


Contact Us

Finley George Recruitment

Tel: 0117 9565553