Job Title: Customer Relations Manager
Location: Blackburn, based within a new head office, alongside the Distribution and Manufacturing Centre
Salary: £25,000 – £35,000 per annum, depending on experience
Job Type: Full Time, Permanent
Working Hours: Core working hours are 8.30 – 5.00, Monday to Thursday, and 8.00 – 4.00 Friday with half hour for lunch
This is a fantastic opportunity for an experienced customer relations manager to join a well-established FMCG business, which is experiencing a period of rapid growth.
The company is a leading pet food manufacturer whose industry knowledge spans over 135 years.
They have a portfolio of brands offering a variety of products for pets and wild animals under its brands; Webbox, Bob Martin, TastyBone, Meatiful, Spike’s, WildThings, Feathers & Beaky and Vitakraft. Each brand offers a unique insight into animals from dogs to ducks and produces high-quality products that cater to a wide variety of consumer needs.
The Role:
The role involves managing a small Customer Relations team that receives customer and consumer enquiries and complaints across multiple pet brands.
You will work within the marketing team, reporting to the Head of Marketing and will have a background in customer service or contact center management. In addition to managing the team, you will be responsible for managing policies and procedures, the Salesforce CRM system, and will play a significant role in ensuring the department meets all responsibilities associated with working in a regulated environment.
You will need to understand the relationship between pets and their owners and be able to support the team to seek the best possible outcome for customers, consumers, and their pets.
Ideally coming from a manufacturing background, you will need to have experience of multi-platform support to include experience of social media channels.
The role will require some travel within the UK to other manufacturing sites and it is therefore essential that the post holder has a driving license and access to a car.
Key Responsibilities:
- Support, mentor and develop customer service advisors. Nurture an environment where they can excel through encouragement and empowerment
- Lead, coach, provide feedback to the team. Deal with any personnel related issues
- Utilise resources to achieve qualitative and quantitative targets
- Manage workflow according to priorities
- Identify means of improving the customer service experience in all consumer and customer activities. Identify and implement opportunities for continuous improvement and customer journey enhancement at every touch point.
- Taking ownership of consumer and customer escalations and follow problems through to resolution
- Work with 3rd parties to ensure regulatory responsibilities are met
- Ensure readiness for and contribute to regular audits
- Maintain and update all Customer Relations procedures in line with business developments
- Using Salesforce CRM, analyse statistics and compile accurate reports
- Ensure regular feedback in respect of consumer and customer complaints and enquiries to the wider business and 3rd Parties. Complaint investigation & root cause analysis
- Keep ahead of industry developments and apply best practices to areas of improvement
- Active involvement in cross functional projects
About you:
Essential:
- Knowledge and experience of CRM systems in a contact center environment, preferably Salesforce
- Strong people management & interpersonal skills with the ability to interface with multiple levels of an organisation and across various functions
- Complaint Handling Skills
- Training Skills
- Strong analytics skills
- Result oriented
- Problem solving
- Positive / personable attitude always.
- Very organised and reliable
- Must be fluent in English
- Polite, courteous well presented
- Ability to work as part of a team
- A flexible, enthusiastic, and committed attitude
- Full UK and clean driving licence is preferred
Desirable:
- Experience in the pet food/pet care or pharmaceuticals sector
- Working within a manufacturing environment
- Languages – Spanish, Germany, Italian or French
Due to the nature of the role the company will not be providing sponsorship opportunities so all candidates must already posses the right to live and work in the UK to be considered.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Customer Service Manager, Client Services Manager, Relationship Manager, Client Relations Manager, Contact Center Manager may also be considered for this role.
