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