Job Title: Customer Success Manager
Reports to: Head of Central Services
Location: Hybrid
Hours: 37.5 hours per week
Type: Full-time
Salary: £22-26k
Established in 2007, SR Supply Chain Consultants (SRSCC) Ltd are a training provider who specialise in Procurement and Supply Chain. SRSCC have nine study centre locations and two exam centers throughout England. SRSCC are a Chartered Institute of Procurement and Supply (CIPS) “Centre of Excellence” and are also a Main Provider on the Register of Apprenticeship Training Providers (ROATP). “SRSCC are committed to developing the people behind procurement through quality training, apprenticeships, consultancy, ensuring ethical standards and best practice are delivered through a range of innovative and flexible media”.
As Customer Success Manager you will take ownership of all customer relationships, current and new, playing a key role in providing a leading service ensuring satisfaction and success to our commercial and apprenticeship customers. You are to gain an understanding of our customers short and long term requirements by working closely to understand their needs, providing forward-thinking ideas and promoting our services. You will work closely with the SLT providing customer feedback reports, driving continuous improvement to our customer-centric services. You are to effectively interact with both internal and external stakeholders to collaboratively work towards and achieving personal, team and company goals and objectives.
As a Customer Success Manager, you will be responsible for:
- Manage, coordinate and support all employees in the customer service team
- To lead on establishing, developing and maintaining strong relationships with all external stakeholders
- Coordinate with all internal stakeholders to provide accurate and up to date information and ensure consistency of services provided
- Support the customer service team with their day-to-day activities ensuring best practice and procedures are adhered to across the department
- Be responsible for the learner’s safety as a safeguarding deputy ensuring important messages and updates are communicated internally and externally
- Support the Head of Central Services in reviewing, developing and maintaining safeguarding documents, reports and administration
- Take ownership of the full cycle of non-material related customer complaints through collaborating with key stakeholders, conducting investigations and analysing data to provide a timely resolution ensuring damage limitations are achieved
- Support the Quality and Compliance Manager with non-compliance submissions and reports through investigations and analysis to establish pertinent information, timeframes and identifying themes
- To contribute to and participate in management meetings and senior leadership meetings
- Be responsible for developing, reviewing and maintaining a 360-customer feedback system to support with Ofsted and other applicable audits through means such as surveys, forums and customer calls to drive improvements in customer support and delivery
- To support in reviewing, developing and maintaining policies and processes
- To supply information, contribute to and be present during relevant audits and inspections
- Be responsible for the management of customer expectations and coordinating with the customer account manager to effectively resolve customer concerns by way of information gathering and sharing, fact finding, becoming the voice of the employer and collaborating with all involved stakeholders
- In collaboration with the customer account manager, manage and prepare customer account management reviews either monthly, quarterly or 6 monthly
- Ensure customers receive services, information or updates in a timely fashion
- Identify opportunities for growth and collaborate with the SLT
- Keep accurate records of customer transactions
- Participate in all internal and external quality assurance processes
- Provide reports and data as required to the SLT and drive continuous improvement through the departments or with our software providers
As part of this job role your package will include:
- Competitive Salary
- Discretionary Bonus Scheme
- Workplace Pension (subject to eligibility criteria)
- 25 days per annum plus bank holidays
- Annual Leave Purchase Scheme
- Company Sick Pay
- Ongoing Training and Development
- Progression Opportunities
- Free secure car parking
- Time off for charity events
Apply Now!
If you’d like to apply for this role, apply here.
