Communications and Customer Service Manager

Description

• Complaints management process, ensuring adherence to contract KPI's.
• Providing clear and concise weekly and monthly analytical and strategical reports on KPIs.
• Monitoring industry trends and continuously updating methods, processes, and tools to be best-in-class.
• Develop service procedures, policies, and standards.
• Responsible for Communications KPI reporting and development.
• Issues management and crisis communications.
• Take ownership of customers issues and follow problems through to resolution.
• Handling customer complaints or concerns in a timely and professional manner to maintain good relationships.
• Utilize business tools such as CRM to report and achieve KPI's.
• Provide solutions that fulfil our customers' needs and expectations with speed, accuracy, and exceptional customer service.
• Liaising with client claims team to confirm works carried out.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Produce project specific communications plans (as required), identifying stakeholders and risk analysis.
• Maintaining strong relationships with all parties involved.
• Supporting wider business with communications projects.
• Responsible for Customer Service KPI reporting and development.
• Ensure that all customer/client contractual obligations are implemented and maintained as required.
• Manage outage notification process (physical carding and liaising with critical stakeholders by phone/email: schools, hospitals, prisons, clinics, etc).
• Be aware of the potential environmental impacts associated with your work and the implications of non-conformance.
• Direct and coordinate cross-functional teams to ensure a consistent customer experience across all touchpoints.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations.
• Set a clear mission and deploy strategies focused on that mission.
• Champion data protection compliance, ensuring all processes, systems and data within area of responsibility are operating compliantly and within the requirements of the GDPR and its principles.
• Provide leadership and mentorship for Customer Service Team.
• Monthly / ad hoc meetings with client communications team regarding upcoming/ongoing projects. Attending site visits on a regular basis for the purposes of relationship building and to address any potential concerns
• Management of telephone / CRM systems.
• Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
• Keep accurate records and document customer service actions and discussions.
• Assisting with or performing administrative tasks for Senior Management as well as advising the Board of Directors on potential issues.
• Developing and implementing GMC's external and internal communications strategy and annual planning.
• Develop & foster customer relationships with regular communication to understand their needs and expectations while acting with urgency and flexibility to ensure customer satisfaction.
• Creating and delivering communication materials and events for public residents, consumers, corporate, sustainability and employee engagement campaigns.
• Recruit, mentor and develop the Customer Service Team and nurture an environment where they can excel through encouragement and empowerment.
• Produce Customer Impact Assessments for upcoming projects.
• Maintain an orderly workflow according to priorities and foster a strong working relationship with all departments and branches with special attention to the internal workshops.
• Liaising with client complaints team in relation to complex complaints and attendance at monthly meetings.
• Supporting with the development and delivery of senior leadership profiling opportunities.
• Managing relationships with relevant stakeholders including the public, media, partners, associations, and employees etc.
• Produce letters for client works.
• Managing agency partners and third-party vendors.

Requirements

• Pre-construction stakeholder identification and notification.
• Confident, motivated, can work independently, be a team player as well as manage a team.
• Minimum 5 years' experience in Marketing & Communications role, devising and delivering campaign driven marketing initiatives within the construction or utilities sector.
• A strategic mind-set with time management abilities to meet targets, monitor progress and budgets, and report on performance. Excellent relationship management and interpersonal skills with the ability to work collaboratively with colleagues to find the best solutions to challenges
• 3 years' experience as a people manager with a proven track record of leading a high performing team.
• Proficiency in Microsoft Suite essential.
• Full clean driver's license.
• Proven track record of internal communications experience including developing a positive employee culture and creating content for employee communications.
• Strong written and verbal communication skills
• Ability to work under pressure with strict deadlines, whilst keeping a close attention to detail.
• Media relations expert who has a large network of media contacts
• Creative and results-focused with the ability to the think outside the box and generate cut through press coverage to build a brand's profile.
• Third-level degree is essential in Communications, Business, Marketing, or related field is desirable.
• Experience managing a press office and public expectations.
• An experienced storyteller with the ability to translate complex topics into simple language that resonates with all stakeholders.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance