Customer Relationship Consultant
- Recruiter
- Jonas Group UK
- Location
- Bath
- Salary
- Competitive
- Posted
- 16 Mar 2017
- Closes
- 29 Mar 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Cap2 Solutions is now regarded as the leading supplier of course management solutions within the UK and is especially dominant in the swim school market. We have installations in nearly 900 sites across the UK and this number is growing every week, as the company grows from strength to strength using its partner network and direct channels to fuel our growth POSITION: Take a leading role in understanding the needs of customers, focussing on overall customer satisfaction by establishing and maintaining relationships throughout. Concentrating on our SME customers, identifying and bringing together any actions that are required to resolve issues. Also addressing the training needs of new customers and assisting them with the implementation of the products. To engage with other departments to improve processes and procedures that ensure the Support team is working as efficiently as possible with other departments in the support of customers. DUTIES AND RESPONSIBILITIES: Foster an environment within the team where exceptional Customer Support is standard practise.Report weekly/monthly on the activities with the SME list to the Customer Service Manager and the Senior Management Team.Deliver training both onsite and online to new and existing customers as required.Manage all customer contacts developed through work on the SME list.Establish and nurture close working relationships with the development, sales, professional services and finance teams.Establish and nurture strong working relationships with new and existing customers to enable better opportunities for the Sales team to strengthen product upsell.Take the lead on customer support 'projects' for handling customers who are At Risk and feel they have a number of support needs.Contribute to the upkeep of CRM and it's Data integrity processes during customer contacts.Assist the Development Team and Marketing with customer communication and ensure their work is seen through to completion for any Customer Support cases allocated to you.When required attend all meetings or customers forums/summits.Contribute to and report progress on your Monthly Activity Plan. KEY TASKS: Help implement new initiatives, processes and performance indicators into the team through championing their worth in service improvement.Co-ordinate the delivery of installations, training and other Professional Services work.Through work performed out of the SME list engage other departments to resolve customer issues in a quick and effective manner.Make process and procedural change recommendations as a result of findings from customer retention activities.Encourage a proactive approach to dealing with customer issues and customer contacts.Attend the Cap2 Solutions Customer Summit each year to help gauge customer opinion on the performance of Customer Support.Report on all agreed daily/weekly/monthly retention metrics and make recommendations on any improvements.Assist with 1st/2nd Line Support for customer queries.Coordinate each year's NPS Survey with Marketing; including reviewing the surveys relevance to company needs, handling any customer contact needed as a result and distribution of feedback to relevant department heads.Identify areas of training and skill gaps within the team and encourage the development of these for the benefit of Cap2 Solutions.Support the management of the Customer Complaints Log.Perform any other tasks assigned by the Customer Service Manager. TECHNICAL/INTERPERSONAL SKILLS: High level of knowledge and understanding of Cap2 Solutions flagship products.Proven ability to motivate groups and individuals to perform to their best.Excellent, effective and clear written and oral communication skills with customers, partners and colleagues.The ability to nurture customer relationships at all levels.Able to influence both internal and external customers to ensure retention tasks are completed quickly.