Global Client Relations Manager

1 month ago

London, Greater London, United Kingdom Lead Generation Group Full time

About Lead Generation Group:

We are a dynamic organization dedicated to providing exceptional solutions for our clients. Our commitment to excellence and customer satisfaction drives us to seek talented professionals who share our passion.

Job Summary:

We are seeking a seasoned Global Client Relations Manager to join our team. This key role requires a skilled professional with expertise in handling and resolving client complaints and issues, particularly with clients based in the UK and USA.

Key Responsibilities:

  • Manage and resolve escalated client complaints and issues, ensuring a high level of customer satisfaction.
  • Act as the primary point of contact for escalations from both UK and USA clients.
  • Utilize expert de-escalation techniques to handle challenging situations effectively and professionally.
  • Adhere strictly to company policies and guidelines while addressing client concerns.
  • Provide feedback, coaching, and advice to the wider team on best practices for complaint prevention and resolution.
  • Develop and implement strategies to reduce the frequency of escalations and enhance overall client experience.
  • Maintain accurate records of all escalations and resolutions, ensuring compliance with company standards.
  • Collaborate with other departments to identify root causes of complaints and work on continuous improvement initiatives.
  • Prepare and present regular reports on escalation trends and outcomes to senior management.

Requirements:

  • Proven experience as an Escalations Manager or in a similar role, preferably dealing with both UK and USA clients.
  • Expertise in de-escalation techniques and conflict resolution.
  • Strong understanding of company policies and the ability to adhere to them strictly.
  • Excellent communication and interpersonal skills.
  • Ability to provide constructive feedback and coaching to team members.
  • Experience in online lead generation is a plus, but not essential.
  • Strong problem-solving skills and a proactive approach to preventing complaints.
  • Ability to work under pressure and handle multiple escalations simultaneously.
  • High level of integrity and professionalism.

Qualifications:

  • Minimum of 5 years of experience in an escalations management role or similar.
  • Experience working in a fast-paced, client-focused environment.

Estimated Salary: $85,000 - $110,000 per annum, depending on experience.

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