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JOB TITLE: Contract Customer Care Manager - 12 Month FTC

LOCATION: Bridgwater, Somerset

SALARY: Up to £33,000 PA

HOURS: Monday - Friday, 37.5 hours per week (between 8am - 5pm)

BENEFITS: Generous holiday entitlement (as well as the option to purchase 3 additional days each year), cycle to work scheme, free on-site parking, discount off full gym membership, competitive pension scheme and access to an award-winning Employee Assistance Programme service.

Are you a passionate and driven individual with the proven ability to be a fantastic leader? If so, we may have the perfect role for you! We are working with highly successful manufacturing company who are seeking a talented Contract Customer Care Manager to join and lead a dynamic and innovative team. You will play a critical role ) who in managing a team, handling all administrative and service aspects of the ordering cycle for the specifications channels, and manage all aspects of the price administration to support the UK Market.

The successful candidate will drive efficiency through leadership, process reviews and continual improvement to ensure the department is running in a professional and positive way to achieve and exceed department KPI's and increase customers satisfaction and expectations.

Key duties and responsibilities:

Recruit, coach, mentor and develop customer care advisors and nurture an environment where they can excel through encouragement and empowerment
Carry out monthly 1:1s, mid-year and yearly appraisals.
Set clear goals and deploy strategies focused towards these goals.
Work closely with the Directors of Sales, to maintain and develop sales of the products to UK Specification accounts.
Manage the pricing and quotations/campaigns cycle for the Retail, Specification and Export Markets
Develop, adapt and review our service procedures and processes to improve the department's efficiency
Engage and lead projects to constantly improve ways of working.
Manage invoice query analysis, work with Finance/Customer Care to build action plans to achieve first time invoicing rate
Accurately report and analyse on agreed KPIs to both Management and the Contracts Customer Care team
Undertake root cause analysis and eliminate costs caused through inaccurate performance
Ensure company processes are kept up to date specifically linked to both our Terms & Conditions and our customers' contract agreements.
Complaint management and escalations
Implement and manage improvements to enhance the customer journey and the customer experience.
Learn and adhere to all Company procedures and requirements
Deputise for Head of Aftercare & Contracts as and when required Essential skills and qualities:

Previous experience managing or leading a team
Excellent verbal and written communication skills
Highly organised and adaptable
Strategic thinking
Have a patient and understanding approach
Polite, friendly and professional
Great listener
Exceptional customer care skills and willingness to go the extra mileIf you possess the required skills and experience and are eager to join a company that places high value on its employees, apply online or send your CV directly to (url removed) or call our team on (phone number removed) for more details.

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