Job Description

Box Leisure “The cutting edge of leisure careers”

Customer relations Manager ( call centre)

Location: Rotherham

Permanent | Full time 

Salary: £40,000 to £48.000 

Hours: 40 hours a week. Mon to Friday 9am to 6pm, Weekends occasional (1 in 4 in peak)

Job role:

This is a leadership role required to manage individuals in Customer Relations and executing the Group’s overall goals. You must be customer-focused and forward thinking, with an ability to lead the Customer Relations team in an environment where delivering an outstanding customer experience is paramount, and where the brands become synonymous with excellence. You will embody a ‘customer first’ culture and embed that philosophy in your team. it is also important to be able to look after the revenue stream and a strong ability to deliver on both sides is equally important.

Key Responsibilities and accountabilities:

People Management Skills

Ability to inspire and motivate team leaders and their teams, fostering a positive work environment.

Ability to develop and track KPIs to measure team performance and customer satisfaction, using data to drive improvements.

Skills in training and developing team leaders to enhance their capabilities and improve team performance.

Proficient in handling disputes and conflicts, both within the team and with customers, to maintain a great culture and atmosphere.

Understanding and addressing the emotional needs of both employees and customers to strengthen relationships. Customer Service Excellence

Customer-Centric Mindset: Commitment to prioritising customer needs and expectations in all decision-making processes.

Service Quality Standards: Knowledge of best practices in customer service to set and maintain high standards for the team.

Feedback Utilisation: Ability to gather and analyse customer feedback to drive improvements in service delivery. Customer Retention

Relationship Building: Skills in developing long-term relationships with customers to enhance loyalty and retention.

Proactive Problem Solving: Anticipating potential issues and addressing them before they affect customer satisfaction. Brand Protection

Brand Advocacy: Ability to embody and promote the company’s values and brand message, ensuring consistency in customer interactions