Quality and Customer Satisfaction Manager

1 month ago


Leeds, Leeds, United Kingdom TRC Yorkshire Full time

Job Description: We are looking for a Quality and Customer Satisfaction Manager to join our team in Leeds.

About Us: TRC Yorkshire is a fast-growing company that offers exciting career opportunities.

The Role: As a Quality and Customer Satisfaction Manager, you will be responsible for managing online presence, ensuring quality control, handling customer interactions, creating engaging content, and overseeing complaints.

Key Responsibilities:

  1. Online Presence Management: Respond to online reviews, encourage positive feedback, and manage our online reputation to protect and enhance our brand.
  2. Quality Control: Listen to sales and project management calls and others to ensure adherence to protocols and quality standards.
  3. Customer Interaction: Handle first-level complaints, lead investigations, and ensure customer satisfaction aligns with company expectations.
  4. Content Creation: Contribute to creating engaging content, organise video customer testimonials, and develop help videos to support customers in using our technology.
  5. Complaint Management: Oversee complaints and lead investigations to ensure timelines and quality standards are met.
  6. SLA Management: Adhere to strong SLA response times and ensure targets are met, focusing on maintaining a positive customer experience and promptly addressing complaints and issues.

Requirements:

  • Proven experience in customer success, quality assurance, or a similar role.
  • Familiarity with creating and managing online content.
  • Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.

Salary and Benefits:

The salary for this position is £26,000 - £29,500 + Bonus Scheme + Uncapped Performance Bonus. In addition, we offer an attractive career and benefits package, giving you the opportunity to work with a dynamic, fast-growing company where the career opportunities are exciting.



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