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Client Relationship Manager
2 months ago
We are seeking a highly skilled Client Relationship Manager to join our team at The Portfolio Group. As a key member of our organization, you will be responsible for promoting and managing our clients' reputation, driving positive reviews and feedback, and resolving any negative reviews and feedback with a positive outcome.
Key Responsibilities- Customer Feedback Management: Ownership of and primary contact for customer feedback, including responding to reviews, feedback, and complaints in a timely manner.
- Complaint Resolution: Proactively log, manage, and respond to customer complaints in line with our complaint's procedure.
- Customer Focused Approach: Provide, promote, and demonstrate a high-quality customer focused approach to enhance our reputation.
- Collaboration and Escalation: Collaborate with others in the business to enhance our reputation and escalate negative reviews and feedback through the correct channels.
- Customer Support: Assist customers with inquiries or concerns to help resolve any issues.
- Online Reputation Management: Monitor customer and staff reviews to oversee online reputation and engagement.
- Reporting and Analysis: Regular reporting to recognize themes and track key metrics related to customer satisfaction, including mystery shops across our services to review service delivery.
- Training and Development: Complete training for the wider business on the importance of our online presence and reputation.
- Experience: Experience of dealing with online reputation management and complaints.
- Communication Skills: A positive 'can-do' attitude, a thirst for knowledge, and the ability to communicate knowledge effectively within the business.
- Organizational Skills: Ability to work in a fast-paced environment, thrive on communicating and driving success, and possess strong organizational and time management skills.
- Flexibility and Adaptability: A dynamic and flexible approach, as well as the ability to work under pressure.
