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Form of workWalker and Sloan have the pleasure of working with a global circular services company that speacilise in Facilities Management, PPE and Workwear. They operate in 16 different countries and have an industry leading status here in the UK.
Due to growth and promotion, they are now looking to appoint a Customer Relationship Manager to takeover a client base around Coventry and surrounding areas.
JOB PURPOSE
To build and maintain the relationship between factory and customer and take responsibility for the management of all assigned contracts in collaboration with the Management Team.
KEY RESPONSIBILITIES
Drive service excellence through close co-operation with Trust/Facilities Management representatives.
Facilitate regular review meetings and quality checks with designated contacts, constantly seeking opportunities to improve systems and procedures.
Run feedback and debriefing sessions to identify customer issues and identify opportunities to improve policies, processes and procedures.
Take personal responsibility for ensuring that all necessary actions are taken in response to specific problems and requests within laid down timescales. Persist with lines of communication or escalations until a satisfactory conclusion is achieved.
Maintain effective communication with the customer on all agreed actions to ensure that any issues are resolved to their satisfaction.
Review costs and ensure correct prices are being charged and supplied.
Manage and monitor KPI’s to contractual level and make recommendations on any trends and improvements required.
Generate detailed weekly, monthly and quarterly reports and make recommendations as appropriate and in line with best practice.
Undertake regular customer satisfaction appraisals
KNOWLEDGE AND SKILLS
Excellent communication skills (verbal and written) and the ability to build good Customer Relationships within the NHS and Facilities Management environment.Good influencing and negotiating skills.
Highly customer focussed.
Pro-active and solution oriented.
Ability to make decisions.
Time management and organisational skills.
Flexible and able to react quickly to the needs of the customer & Elis.
IT literate.
Proven commercial management acumen.
EDUCATION/EXPERIENCE
Experience of working within the NHS or Facilities Management environment.
