Customer Success Manager
Posted on :
15-03-2024
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Job Description
Customer Success (Relationship) Manager
Swanley Kent
£35000 base salary
Our client provides inventory compliance and dilapidation reporting services to the UK property markets. Founded 2007 it was the UK’s first inventory management business to establish a successful franchise programme on the back of a strong nationwide brand and has since become the market leader in outsourced inventory management. Our client has since expanded its operation to provide a range of compliance and other complementary services. In 2018 they launched its own proprietary mobile data collection software Kaptur to further strengthen its internal data collection systems and provide a software solution for our clients.
The future is very exciting for them and they are looking to strengthen their leadership team with a dynamic forward thinking customer services professional one that understands technology high volume transactions and has a great understanding of customer service driven businesses.
The role:
Reporting to the Head of Operations and working closely with other managers the role is to ensure the smooth and efficient management and delivery of their services to all national clients by way of the franchise and affiliate network.
The role is both external and internal facing managing the process from client adoption throughout the whole client journey. This will include growing and managing the affiliate network and working with the franchisees to ensure the needs of the national accounts are met.
A critical skill of this role is the ability to manage nurture and support your team ensuring process and procedures are put in place to deliver the high level of service expected of them solve day to day problems manage complaints and ensure excellent communication and overall support of the national network.
You will be required to work harmoniously alongside other members of staff to ensure all target and KPI’s are met and develop strong internal and external relationships. You are expected to maintain the client facing company culture and image by being professional helpful supportive informative and to ensure that services are delivered against the agreed SLA with minimal complaints.
What you’ll be doing:
As part of this role you will be responsible for:
Team management
Skills we want:
What kind of person you are
We want someone who:
Swanley Kent
£35000 base salary
Our client provides inventory compliance and dilapidation reporting services to the UK property markets. Founded 2007 it was the UK’s first inventory management business to establish a successful franchise programme on the back of a strong nationwide brand and has since become the market leader in outsourced inventory management. Our client has since expanded its operation to provide a range of compliance and other complementary services. In 2018 they launched its own proprietary mobile data collection software Kaptur to further strengthen its internal data collection systems and provide a software solution for our clients.
The future is very exciting for them and they are looking to strengthen their leadership team with a dynamic forward thinking customer services professional one that understands technology high volume transactions and has a great understanding of customer service driven businesses.
The role:
Reporting to the Head of Operations and working closely with other managers the role is to ensure the smooth and efficient management and delivery of their services to all national clients by way of the franchise and affiliate network.
The role is both external and internal facing managing the process from client adoption throughout the whole client journey. This will include growing and managing the affiliate network and working with the franchisees to ensure the needs of the national accounts are met.
A critical skill of this role is the ability to manage nurture and support your team ensuring process and procedures are put in place to deliver the high level of service expected of them solve day to day problems manage complaints and ensure excellent communication and overall support of the national network.
You will be required to work harmoniously alongside other members of staff to ensure all target and KPI’s are met and develop strong internal and external relationships. You are expected to maintain the client facing company culture and image by being professional helpful supportive informative and to ensure that services are delivered against the agreed SLA with minimal complaints.
What you’ll be doing:
As part of this role you will be responsible for:
- Onboarding and development of new clients
- Complaint management
- Training and ongoing mentoring of new members of client (Operations) team
- Sourcing onboarding and arranging necessary training for affiliates in areas where needed.
- Overall management of all national accounts
- Identifying opportunities for additional services to existing accounts
- Liaising with Franchise Network Manager with a view to introducing new reports/services as identified
- Liaise with all national accounts regularly for feedback and to build relationships.
- Ensuring regular visits are made with clients – personally or by other staff members.
- Take on responsibility of QC for all reports (affiliates) within the Ops team and to liaise with other team members to ensure quality is managed.
- Internal Communication of key accounts to other team members
Team management
- Supervising managing and developing the customer support team.
- Motivating and leading the team members by developing their skills clarifying requirements offering support and encouragement and providing helpful feedback.
- Being an active part of the leadership team
Skills we want:
- People manager with proven experience of team management and development to meet exacting standards.
- Positive outgoing personality with can do attitude.
- Problem solver multitasker finisher.
- An exceptional communicator both on a telephone electronic and face to face
- Ability to work as part of a team as well as independently.
- Working experience of high volume low margin services
- Ideally knowledge of franchise or subcontract third party networks
- Experience working in small companies where active involvement in various roles is a prerequisite
- Out of the box thinker
- Good attention to detail with strong interpersonal skills
- Process and system orientated
- Ability to multitask and prioritise workload
- Excellent reporting skills able to deliver relevant reports and analysis succinctly and clearly
What kind of person you are
We want someone who:
- Passionate energetic positive enthusiastic and capable of working in a team environment;
- Good knowledge of using software systems (proprietary and off the shelf systems such as HubSpot)
- Excellent customer facing and relationship building skills
- A good manager of people someone who understands problems develops a process and can roll out to their team.
- Able to lead your team by taking the pressure off nurture and developing them to become more accountable.
- Collaborative and supportive able to relate comfortably to colleagues of different seniority and backgrounds across the Company.
- Able to work on own initiative with minimal supervision;
- Good written and verbal communication skills;
- Good verbal and written presentation skills
Employment Type
Full Time
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