Customer Relationship Manager

Location

Leeds | United Kingdom

Job description

Customer Relationship Manager

at The NSS Group

Part of Customer Service Cleaning

£28,000 per annum

The Division – Customer Service Cleaning

Our team of directly employed operatives is the UK’s No.1 market leader and the only truly nationwide window and specialist cleaning provider. With a regional management structure in support and a central service desk we are uniquely positioned to deliver services on both a planned and reactive basis.

To us, no window, no location and no scale of project is out of reach.

We’ve tailored our approach to each of the sectors we operate within and when it comes to cleaning at height, our aim is to work as safely and efficiently as possible. NSS has the expertise and experience to provide any combination of rope access / abseiling, water-fed pole systems, truck-mounted access platforms or cradle systems. All delivered in-house to maximize control and improve service delivery.

Your job will include:

• Build and maintain robust relationships between NSS and its key customers. Represent NSS with integrity and authenticity to inspire confidence, trust, and loyalty from our customers. A key requirement of this role is to be highly visible and accessible to our customers.
• Actively seek and understand customer feedback. Provide quick, customer-focused but safe, practical, and commercially astute solutions to any issues raised. Robust collaboration / influencing / negotiation skills will likely be required in this area to facilitate efficient and effective solutions via NSS colleagues to the customer.
• Drive the provision of reliably consistent expertise across Operational field-based and non-field-based resource. Form and implement strategies for best-in-class customer service provision.
• Be the figurehead for any 2nd tier escalations exceeding helpdesk capacity. Ensure all escalations are handled within the company & client SLA’s
• Collate and present best-in-class external MI (including KPIs/performance against SLAs etc) for our customers at regular review meetings.
• Understand current financial performance and future targets. Create opportunities to generate additional NSS business with customers via upselling or cross-selling.
• Support the NSS Finance function in ensuring tight control of our financial processes with customers, i.e., purchase orders, invoicing, and debt collection.

What NSS will give to you:

• Free onsite parking
• Free refreshments with a friendly and sociable office environment
• An opportunity to progress and develop within the company
• 25 days annual holiday + bank holidays
• Monthly Reward and Recognition Scheme where our top performers are rewarded with vouchers for many retailers
• Trade Point Card which will enable you to get 10% off at any B&Q
• Day off for your birthday after length of service
• Eye care vouchers
• Referral bonus scheme
• Medicash health cash plan with discount on dental, health screening, gym discount, store discounts, specialist consultations and much more

Experience / Personal Attributes Required:

• Minimum 2 years’ experience of senior customer / internal stakeholder management in a service provider / facilities management environment.
• Demonstrates behaviour and attitude in line with our core values.
• High level of integrity and authenticity to inspire confidence, trust and loyalty.
• Customer-focused and people driven.
• Dedicated, enthusiastic, and full of positive energy.
• Demonstrates resilience when faced with obstacles and learns quickly from mistakes.
• Creative, confident, and driven, with an enthusiasm for continuous improvement and innovation.
• Self-motivated to work solo but equally comfortable working within a team and collaborating with others.
• Solutions focused with strong problem-solving, analytical, and reasoning skills.
• Successful track record with management of projects and change programs
• Ability to communicate effectively at all levels (both verbal and written).
• Excellent IT skills. Proficient and confident with using Microsoft products (Outlook, Excel, PowerPoint, PowerBI etc.)
• Ability to travel within the UK

About NSS

NSS Group is a specialist services supplier. From building maintenance to window and technical cleaning, platform hire and equipment testing – self-delivered services, anywhere in the UK. The NSS group was formed by the merger of a number of large successful business’s to create one super group which gives our clients a service which is truly nationwide.

Job tags

Salary