Job Description

Customer Care Manager \xe2\x80\x93 Camberley

\xc2\xa330,000 \xe2\x80\x93 \xc2\xa335,000 plus 12.5% bonus

Our client is looking for someone who is proactive and Customer Services experienced to join their Quality Team as a Customer Care Manager. The Customer Care Manager must be great with people on the phone and emails, able to keep calm if someone is a little \'difficult\'; someone who knows when to escalate things and who will get their head down and focus so that our tight timelines for answering queries and complaints are always met. There is an opportunity for hybrid working up to 2 days a week from home.

Company Benefits:

• 12.5% bonus
• Contributory, salary exchange pension scheme
• Life insurance
• Private medical insurance (this is a voluntary scheme)
• 25 days holiday + 8 bank holidays
• Extensive health and wellness programme
• Flexible hours/hybrid working (ie: working up to 2 days a week from home).

Key Responsibilities:

• Handling of all consumer and customer requests and complaints in a timely manner via phone, email, letter, social media etc.
• Escalate complaints to key suppliers or the supplier Quality representative.
• Communicate with suppliers for complaint response, recharge and miscellaneous items.
• Report all serious complaints in a timely manner to shareholders.
• Highlight and analyse key trends from the complaints data
• Work with EU Consumer Care team to drive improvement and standardise processes.
• Present key category trends and insights to the category board
• Manage the student placement role and develop their skills in consumer care (shared with Senior QA Tech).
• Work to develop QAS and SAQ systems further
• Ensure all complaints are logged, recorded, chased and resolved in defined timelines
• Provide monthly reports to the Quality manager and wider business
• Report on feedback on a 6 monthly basis to the senior management team
• Be an expert in the product range and typical issues
• Build and maintain relationships with suppliers, internal customers
• Manage link with external agencies, marketing, competition management and other
• Work with external PR agency in the event of media attention to prepare responses
• Join and participate in the wider European Quality team

Experience and Skills Requirements

• Excellent written and verbal communications skills
• Self-motivated and proactive
• Able to run different database systems and to give input for further development
• Risk assessment and management
• Knows the principles of crisis management
• Pro-active: a problem/solutions driver and a \'do\'er\'
• Demonstrates initiative and tenacity with the confidence to question and resolve issues
• Agility for rapid response to fast surfacing issues
• Customer and consumer focused
• Excellence in execution - clear organizational and prioritization skills
• Commitment
• Team player
• Integrity, diplomacy
• Remains calm in moments of crisis

Our ref: VR/06255

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

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