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Customer Relations Manager

Southampton Permanent £40,000 - £50,000 per year View Job Description
We are seeking a proactive and customer-focused Customer Relation Manager for our well established client based in Southampton. In this role, you will be the key point of contact between the company and our clients, ensuring exceptional service delivery, managing customer queries and complaints, and driving customer satisfaction and loyalty. You will play a critical role in strengthening client relationships and improving service across the business.
  • Local roles based in Southampton
  • Company thriving on growth

About Our Client

Our client is a well established business across the world. A global leader in the manufacturing and sale of finished watches, jewellery, and components, including innovative electronic systems. Founded in 1983, they revolutionised the industry with affordable, high-tech, and stylish watches that reflect the spirit of art, sport, and joy of life.

Job Description

The key responsibilities for the Customer Relations Manager role are:

* Oversight of Customer Care department.
* Champion ongoing development of the department.
* Workforce planning and development.
* Talent Management, including coaching and mentoring.
* Lead organisational culture change within department.
* Motivate the teams and create an environment of overall collaboration, communication within the departments
* To effectively manage Customer Care in boxes and work flow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department
* To manage team performance, development and absence including recruitment, conducting 1:1's, personal development meetings, providing coaching and conducting formal meetings
* To inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them deliver first contact resolution
* To ensure accurate data recording within the team
* To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
* Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customer's expectations.

The Successful Applicant

The successful candidate for the Customer Relations Manager is someone with the following:

Essential Skills and Experience
* Team manager experience within a high performing team, in either sales or customer service sector
* Stakeholder management
* Excellent time management skills and able to effectively prioritise workload
* Effective planning and organising skills with close attention to detail
* Exceptional written and verbal communication skills
* Ability to identify development needs within the team and effectively coach to build and maintain a high performing team
* Demonstrable customer service and complaint handling experience
* Strong IT skills, proficient in all MS Office programmes to an advanced level
* Strong motivator / people person / able to lead a team to successEssential Qualifications
* 5 GCSE's including Maths and English (or equivalent)
Desirable Skills and Experience
* Experience with Voxtron or other call monitoring system
* Experience with Sales force CRM
* Retail and / or watch industry experienceDesirable Qualifications
* Relevant Management and Administration Qualification

What's on Offer

The candidate for the Customer Relations Manager role will receive:



  • Competitive salary


  • Good annual leave package


  • Pension scheme


  • Professional development and training opportunities


  • On-site parking and/or easy access to public transport in Southampton



Contact
Ryan Batley
Quote job ref
JN-082025-6821437
Phone number
+44 238 068 2204

Job summary

Job function
Business Support
Subsector
Retail
Sector
Retail
Location
Southampton
Contract type
Permanent
Consultant name
Ryan Batley
Consultant phone
+44 238 068 2204
Job reference
JN-082025-6821437