Job Description

Customer/Guest Relations Lead

Salary - 40,000

Hybrid

Working with our rapidly growing client in the retail/hospitality space

Role Overview

We are looking for a passionate and experienced Customer Relations Lead to play a key role in managing customer feedback, supporting team relations, and improving service delivery. The ideal candidate will have experience in a central function or head office environment and thrive in a fast paced, people first setting ideally within retail or hospitatlity. If you're driven by delivering exceptional customer experiences and have the ability to turn insights into action, we want to hear from you.

Key Responsibilities

Customer Services

Manage and resolve customer complaints and feedback across multiple locations. Use third party platforms to log, track, and resolve issues. Work with key stakeholders to ensure timely issue resolution. Monitor customer sentiment across social media and respond to queries in a brand appropriate tone. Compile reports on feedback trends, resolution times, and areas for improvement.
Coordinate with social media teams to resolve any emerging customer issues.

Resolution Management

Lead digital voucher distribution to customers and stakeholders. Assist with administration, auditing, and analysis for reward and resolution programs.

Team Relations

Support office management and general administrative tasks. Assist with planning and executing internal events and team activities.

Candidate Requirements

Proven experience in customer service or guest relations, ideally within retail, or ecommerce. Strong knowledge of customer feedback tools and social media management platforms. Excellent written and verbal communication skills.
Highly organised, with the ability to manage multiple priorities and work independently.

Comfortable handling sensitive situations with professionalism and discretion. Experience in office management and event coordination is a plus. Collaborative mindset with the ability to work cross-functionally.

Benefits

Enhanced annual leave and paid birthday leave. Private healthcare (including dependents) and family support. Professional development opportunities and career progression. Flexible work culture and employee discounts. Access to on-demand earnings and apprenticeship programs. Anniversary awards and company recognition events.

Commitment to Diversity & Inclusion

We are committed to fostering a diverse and inclusive workplace where all individuals feel valued, respected, and supported.

Job Type: Full-time

Pay: 38,000.00-40,000.00 per year

Application question(s):

Have you worked in a central function or head office environment.
Work Location: Hybrid remote in Manchester M1 2BU

Application deadline: 30/05/2025
Reference ID: VJR003