CUSTOMER CARE MANAGER
Salary: £40-£45K DOE
Location: Manchester City Centre - onsite only
Hours: Mon-Fri (9am-5pm)
Keywords: Customer Care, Manager, Client Retention, Service Transformation
Our client is seeking an innovative and driven Customer Care Manager to join their growing business. This role offers a competitive salary of £40-£45K depending on experience and is based in the vibrant Manchester City Centre. The successful candidate will be instrumental in driving customer experience and client retention performance, working closely with managers and senior leadership to improve client engagement. This role presents an exciting opportunity to project manage large scale service transformation projects and report back to senior leadership teams on client journey and feedback.
* Competitive salary of £40-£45K depending on experience
* Opportunity to drive customer experience and client retention performance
* Chance to project manage large scale service transformation projects
What you'll do:
As a Customer Care Manager, you will play a pivotal role in enhancing our client's customer experience. You will work closely with various teams to identify areas of improvement, implement effective processes, and ensure a high level of digital engagement. Your ability to monitor client dissatisfaction will be key in improving both the service and product offerings. In addition, your role will involve supporting the management of the Client Experience, providing daily support and coaching, as well as producing insightful reports for senior leadership.
* Identify non-usage and implement effective processes to increase client usage
* Liaise with Sales, Product and Service teams on any client issues and support in online reputation management
* Review client experience proposing and implementing enhancements to improve digital engagement
* Monitor and review client dissatisfaction to improve and enhance the service and product efficiently
* Support the management of the Client Experience working closely with the Customer Service Manager
* Provide support and coaching on a daily basis
* Produce daily and weekly reports for Senior Directors and the Senior Leadership Team
What you bring:
The ideal candidate for this Customer Care Manager position brings a passion for working with clients in a service-driven industry. You possess excellent communication skills, coupled with a 'can-do' attitude that inspires your team. Your strong organisational skills enable you to thrive in a fast-paced environment, while your dynamic approach allows you to adapt under pressure. With excellent interpersonal skills, technical knowledge, and customer service abilities, you are adept at providing constructive feedback and driving continuous improvement.
* A passion for working with clients in a service-driven industry
* Excellent communication skills coupled with a 'can-do' attitude
* Strong organisational and time management skills
* Excellent people management skills with the ability to motivate your team
* Ability to work in a fast-paced environment with a solutions-based approach
* Dynamic and flexible approach, with the ability to work under pressure
* Excellent interpersonal skills along with technical knowledge and customer service skills
* Ability to provide constructive feedback where required
What sets this company apart:
Our client is a rapidly growing business that values its employees. They offer a competitive salary, generous holiday allowance, and a range of other benefits including a cash plan scheme, pension plan, life insurance, and access to an Employee Assistance Programme. Employees also enjoy company incentives and access to discount schemes. After two and five years of service, the holiday allowance increases, demonstrating the company's commitment to rewarding loyalty and dedication.
What's next:
If you're ready to take your career to the next level with this exciting Customer Care Manager role, don't hesitate!
Apply today by clicking on the link!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
