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  • Job reference: RMS0114797

Customer Liaison Manager

  • Sector: Power & Energy
  • Location: Manchester
  • Job type: Permanent
  • Date posted: 24/09/2012
This vacancy has now been filled.

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The Company:
Our client is a specialist within the Transmission and Distribution Industry who are looking to recruit a Customer Liaison Manager

The Role:
Our client is looking for a Customer Liaison Manager to manage the customer experience of the Construction and Maintenance Services business through developing relationships with customers, understanding their needs and driving customer satisfaction.

As a Customer Liaison Manager your main accountabilities will include:
• To drive business performance to ensure that customers are delighted in everything that Construction and Maintenance Services do
• Responsible for ensuring customer feedback is actively pursued, analysed and business improvements and innovation is promoted within the business increasing customer satisfaction
• Responsible for developing marketing materials with the communication team to promote business success and new initiatives
• Responsible for implementing and maintaining a customer relations management system
• To engage with existing customers throughout the life of a contract to assess customer satisfaction and make recommendations for improvements in business performance
• To analyse customer data, identifying trends and making recommendations to the business on necessary improvements or promoting successes
• To lead and manage all front-end customer activities ensuring all customer metrics are understood, achieved or exceeded
• To manage the successful migration of customer front end services into the central customer contact centre ensuring the service meets customer requirements
• To resolve escalated complaints on behalf of the construction and maintenance business to ensure prompt and empathetic resolution
• To manage the performance of the customer team encouraging a culture of continuous improvement and product innovation

Essential Skills / Qualifications:
As a Customer Liaison Manager you will have:
• A high regard for delivering exceptional levels of customer service
• Proven experience in a customer facing role
• Proven experience in customer account management
• Experience in customer retention strategies
• Proven track record of maintaining and developing customer relationships
• Experience of developing customer strategies
• Excellent communications skills (verbal and written)
• Analytical skills
• Excellent people and relationship skills
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