Customer Relationship Manager

3 weeks ago

Leeds, United Kingdom Nationwide Specialist Services Full time


CustomerRelationshipManager

at The NSSGroup

Part ofCustomer ServiceCleaning

28000 perannum


TheDivision Customer ServiceCleaning

Our team of directlyemployed operatives is the UKs No.1 market leader and the onlytruly nationwide window and specialist cleaning provider. With aregional management structure in support and a central service deskwe are uniquely positioned to deliver services on both a plannedand reactive basis.

To us no window no locationand no scale of project is out of reach.

Wevetailored our approach to each of the sectors we operate within andwhen it comes to cleaning at height our aim is to work as safelyand efficiently as possible. NSS has the expertise and experienceto provide any combination of rope access / abseiling waterfed polesystems truckmounted access platforms or cradle systems. Alldelivered inhouse to maximize control and improve servicedelivery.

Your job willinclude:

  • Build andmaintain robust relationships between NSS and its key customers.Represent NSS with integrity and authenticity to inspire confidencetrust and loyalty from our customers. A key requirement of thisrole is to be highly visible and accessible to our customers.
  • Actively seek and understand customerfeedback. Provide quick customerfocused but safe practical andcommercially astute solutions to any issues raised. Robustcollaboration / influencing / negotiation skills will likely berequired in this area to facilitate efficient and effectivesolutions via NSS colleagues to thecustomer.
  • Drive the provision of reliablyconsistent expertise across Operational fieldbased andnonfieldbased resource. Form and implement strategies forbestinclass customer service provision.
  • Be thefigurehead for any 2nd tier escalations exceeding helpdeskcapacity. Ensure all escalations are handled within the company& client SLAs
  • Collate and presentbestinclass external MI (including KPIs/performance against SLAsetc) for our customers at regular reviewmeetings.
  • Understand current financialperformance and future targets. Create opportunities to generateadditional NSS business with customers via upselling orcrossselling.
  • Support the NSS Finance functionin ensuring tight control of our financial processes with customersi.e. purchase orders invoicing and debtcollection.

What NSSwill give to you:

  • Freeonsite parking
  • Free refreshments with afriendly and sociable office environment
  • Anopportunity to progress and develop within thecompany
  • 25 days annual holiday bankholidays
  • Monthly Reward and Recognition Schemewhere our top performers are rewarded with vouchers for manyretailers
  • Trade Point Card which will enableyou to get 10% off at any B&Q
  • Day offfor your birthday after length of service
  • Eyecare vouchers
  • Referral bonusscheme
  • Medicash health cash plan with discounton dental health screening gym discount store discounts specialistconsultations and muchmore

Experience /Personal Attributes Required:

  • Minimum 2 years experience of seniorcustomer / internal stakeholder management in a service provider /facilities management environment.
  • Demonstratesbehaviour and attitude in line with our corevalues.
  • High level of integrity andauthenticityto inspire confidence trust andloyalty.
  • Customerfocused and peopledriven.
  • Dedicated enthusiastic and full ofpositive energy.
  • Demonstrates resilience whenfaced with obstacles and learns quickly frommistakes.
  • Creative confident and driven with anenthusiasm for continuous improvement andinnovation.
  • Selfmotivated to work solo butequally comfortable working within a team and collaborating withothers.
  • Solutions focused with strongproblemsolving analytical and reasoningskills.
  • Successful track record with managementof projects and change programs
  • Ability tocommunicate effectively at all levels (both verbal andwritten).
  • Excellent IT skills. Proficient andconfident with using Microsoft products (Outlook Excel PowerPointPowerBI etc.)
  • Ability to travel within theUK
  • Driving Licence requiredfor therole.

AboutNSS

NSS Group is a specialistservices supplier. From building maintenance to window andtechnical cleaning platform hire and equipment testingselfdelivered services anywhere in the UK. The NSS group was formedby the merger of a number of large successful businesss to createone super group which gives our clients a service which is trulynationwide.

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