Customer Relations Manager / Counsellor

Alexander Mae (Bristol) Ltd
01 Dec 2016
06 Dec 2016
Contract Type
Full Time
Customer Relations Manager / Counsellor??30 - ??35k + BenefitsBristol The CompanyOur client is a well-established probate and estate administration company whose aim to ensure they offer a seamless and straightforward service for customers and families in their time of need. The Job:Reporting to the Head of Customer Operations you will always available to our client's customers and business partners in order to provide a personal service. Drive excellence in Customer Service through robust project & change management programmes and communication??? KEY RESPONSIBILITIES;Act as a referral point to other members of the team and assist with training specifically in relation to handling emotional situations and how to assist the customer in difficult times, hence the counselling experience... Take ownership and responsibility for customer contact, support and advice. Ability to provide support levels required in difficult circumstances, helping families to move on.Work closely with the Technical & Legal Services and Operational business units ensuring they are progressing the files in line with customer's service standards and individual customer/business partner needs.Taking all incoming calls from customers/business partners and ensuring that you apply a customer first approach every time and make informed decisions in the best interest of the customer.Initial calls to customer & Business partners to establish communication plan and allocate appropriate Personal Estate Manager and advise the customer on other services available to them and the benefits of these services.Make suggestions for improvements to customer service delivery and take ownership/responsibility for effective implementation. Assist with company and department projects.Provide guidance and support to our business partnersSupport Sales - Assist sales with the on-boarding process and ensure suitable business partner training is delivered in order to manage customer expectations. Assist with improving the transition from sale to service delivery.Attend client meetings and assist with delivery of webinars.Manage relationships across the operational areas and wider business to ensure effective transition between departments working through the transfer of responsibilities and aligning the operational processesResponding to incoming emails and check quality of correspondence before dispatchThe person:Must have:Experience or training in counselling (preferably bereavement)A minimum of 3 years in either a counselling environment, customer service focused environment, project management or sales backgroundExperience of managing or influencing others to deliver the required resultsDesirable:Handling Estate Administration or ProbateManaging external business partner relationships The Benefits; Excellent holiday entitlement, income protection, death in service, company pension, private healthcare, season ticket loan, cycle to work scheme, childcare vouchers The hours:37.5 hours per week The location:Bristol The Salary: ??30,000 - ??35,000