Customer Relations Specialist

Application Deadline: 13 December 2024

Department: Operations

Location: Manchester, UK

Description

Empowering organisations to achieve their highest potential.

At Alcumus ISOQAR, we draw on our experience, knowledge, and ambition to empower organisations to achieve their highest potential. Through a portfolio of progressive solutions, we work with customers to strengthen their business through ISO certification, ISO training and consultancy, all delivered by our inhouse expertise.

We are seeking an experienced and proactive individual to join our team. This role will be pivotal in maintaining and enhancing customer satisfaction, loyalty, and retention. The ideal candidate will take ownership of the customer journey, identifying opportunities for improvement and ensuring a seamless, proactive, and reactive customer experience. You will work closely with internal teams to optimise processes and ensure clients receive the highest standard of service.

What That Means Day To Day

Customer Retention & Loyalty Strategy:

• Monitor customer feedback and satisfaction metrics, such as Net Promoter Score (NPS), to assess and enhance the customer journey.
• Proactively engage with customers, identifying potential risks and opportunities to strengthen relationships and prevent churn.
• Reactively manage escalated issues, ensuring timely and effective resolution to maintain customer trust and satisfaction.
  
  

Customer Communication:

• Establish proactive communication plans to regularly engage with customers, including updates on certification changes, regulatory requirements, and service enhancements.
• Manage reactive communication when addressing customer concerns, feedback, or complaints, ensuring timely and thorough responses to mitigate risks to retention.
• Work closely with internal teams to develop loyalty programs, customer satisfaction campaigns, and educational resources that promote long-term engagement.
  
  

Process Improvement:

• Collaborate with internal departments such as Operations, Compliance, Finance and Sales to streamline processes, ensuring all touchpoints with customers meet agreed standards and are aligned with best practices.
• Implement feedback mechanisms and continuous improvement initiatives to refine service delivery and improve the customer experience.
  
  

Data Analysis & Reporting:

• Use customer data and feedback to identify trends and insights, enabling the business to anticipate customer needs and mitigate potential issues before they escalate.
• Provide regular reports to senior management on customer retention metrics, improvement areas, and key performance indicators (KPIs).
• Benchmark performance against industry standards and UKAS accreditation guidelines to maintain a competitive edge.
  
  

What You’ll Need To Be Successful

Essential:

• A proven experience in customer retention, loyalty, or customer service management, ideally within a certification body, compliance, or regulatory industry.
• In-depth knowledge of customer experience strategies, customer lifecycle management, and loyalty program development.
• Strong process improvement and project management skills with a focus on delivering results. Excellent communication and interpersonal skills, capable of building and maintaining relationships with diverse stakeholders.
• Ability to analyse data and generate insights that drive customer retention strategies. Problem-solving skills with a proactive, solutions-focused approach.
  
  

Desirable:

• Certifications in Customer Experience Management (CEM) or Process Improvement methodologies (such as Six Sigma) are an advantage.
• Knowledge of UKAS accreditation processes and the regulatory landscape (desirable but not essential).
  
  

What You'll Get In Return

Alcumus has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

Enhanced Parental Leave

Generous annual leave

Healthcare Plan

Annual Giving Day – an extra day to give back to yourself or your community

Cycle-to-work Scheme

Future Planning

Pension scheme with employer contributions

Life Assurance – 3X base salary

Rewards Program – access to discounts and cashback

LinkedIn Learning License for upskilling & development

Interested but don't feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self To Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams
• Additional interview (likely face to face) with the stakeholders you'll be working with closely in the role
  

We're keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.