Customer Service Relationship Manager

Beacon Consultancy is seeking a dynamic and experienced Customer Service Relationship Manager to join our team. In this role, you will be responsible for overseeing and enhancing our customer service operations, ensuring our clients receive exceptional service that aligns with our consultancy’s values. You will build and maintain strong, long-lasting client relationships, manage a dedicated customer service team, and implement strategies that drive customer satisfaction and loyalty.

Key Responsibilities:

1. Develop and Implement Strategies: Create and execute customer service strategies that reflect Beacon Consultancy’s mission and support overall business objectives.
2. Client Relationship Management: Serve as the primary point of contact for key clients, ensuring their needs are met, addressing concerns promptly, and fostering long-term relationships.
3. Team Leadership: Manage and mentor a team of customer service professionals, providing guidance, performance reviews, and ongoing training to uphold high service standards.
4. Issue Resolution: Oversee the escalation process, ensuring that client issues are resolved efficiently and effectively, and follow up to ensure satisfaction.
5. Data Analysis and Reporting: Monitor customer feedback and service performance metrics to identify trends, prepare reports, and recommend continuous improvement initiatives.
6. Collaboration: Work closely with internal teams across departments to align customer service initiatives with broader company goals, ensuring a seamless client experience.
7. Compliance and Best Practices: Establish and maintain customer service protocols, ensuring compliance with industry standards and fostering a culture of excellence.