Job description:

This role offers a salary up to £47,000 depending on experience plus an up to 20% bonus, pension plan, employee discounts and flexible benefits; plus 31 days annual leave and six bank holidays.

Hours - 37 hours per week, Monday to Friday.

About the role

We're looking for a Customer Relations Manager to lead a team of expert complaint handlers who are responsible for investigating complaints by liaising with internal and external stakeholders to ensure swift resolution.

The key to this role is identifying the defects which are driving complaints and customer dissatisfaction while also closing the loop through root cause analysis to continuously drive improvements in our people, processes, and systems and reduce the number of complaints raised.

Establishing direction, defining expectations, and providing ongoing coaching and motivation will be your responsibility in managing a high-performing team.

About you

Strong expertise in complaint handling, and a passion for customer experience demonstrated through effective ownership at all levels of the customer journey is essential to this role.

You will be an experienced people manager, ensuring high levels of productivity, achievement of targets and team motivation with a successful track record in managing poor performance, quality issues and priorities.

You will have successful experience working with senior stakeholders, such as CEOs, Directors, and industry bodies, as well as the capacity to confidently and effectively communicate with internal and external customers and suppliers.

About us

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 16 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.

Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

As a company, we're forward-thinking, innovative, and passionate about making a positive difference to our customers, our people, local communities, and the environment. Find out more about how we're Naturally different.

We're also passionate about providing a great place to work where our colleagues feel trusted, valued, supported and empowered, irrespective of their background or role. We're committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for all.

Life at Business Stream is fast-paced and exciting, where no two days are the same. We're looking to welcome exceptional people into our fantastic team so if you're ready to join us, we'd love to hear from you.

How do I apply?

If you think this job is for you we would love to hear from you. Please hit the submit button and send us a copy of your up to date CV.

The closing date for all applications is Friday 19 July 2024.

Desired skills: