Customer Success and Quality Assurance Manager

£26,000 - £29,500 + Bonus Scheme + Uncapped Performance Bonus + Excellent Progression Opportunities!

Leeds - Free Parking

TRC Group have the pleasure of working on behalf of our client to appoint the brand role of Customer Success and Quality Assurance Manager.

This position is available due to company growth and a restructure. We are seeking a proactive and detail-oriented Customer Success and Quality Assurance Manager to maintain and elevate our high standards of customer service and product quality. This role is integral to ensuring our customers have a positive experience with the company, and it involves managing online reviews, quality control, and handling first-level complaints. The ideal candidate will have strong communication skills and the ability to handle difficult conversations to uphold our protocols and standards.

The Role

• Online Presence Management: Respond to online reviews, encourage positive feedback, and manage our online reputation to protect and enhance our brand.
• Quality Control: Listen to sales and project management calls and others to ensure adherence to protocols and quality standards.
• Customer Interaction: Handle first-level complaints, lead investigations, and ensure customer satisfaction aligns with company expectations.
• Content Creation: Contribute to creating engaging content, organise video customer testimonials, and develop help videos to support customers in using our technology.
• Complaint management: Oversee complaints and lead investigations to ensure timelines and quality standards are met.
• SLA Management: Adhere to strong SLA response times and ensure targets are met, focusing on maintaining a positive customer experience and promptly addressing complaints and issues.

The Candidate

• Strong communication skills, with the ability to handle difficult and upfront conversations.
• Proven experience in customer success, quality assurance, or a similar role.
• Excellent negotiation skills.
• Familiarity with creating and managing online content.
• Ability to work independently and as part of a team.
• Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.
• Candidates must be commutable to Leeds

On offer to the successful candidate is an attractive career and benefits, giving you the ability to work with a dynamic, fast-growing company where the career opportunities are exciting.

For more information on this role, then please contact Kate Shorthouse at TRC Group and send your CV via this advertisement.