Group Consumer Care Manager CCMA6099IK

£45k-£55k + out of London Allowance + Bonus 25% Pension. Health Care
Heathrow

Group Consumer Care Manager

Location
Heathrow

Salary
£45k-£55k + out of London Allowance + Bonus 25% Pension. Health Care

CCA Recruitment are working with a leading FMCG business based in the south near Heathrow Airport who seek to bring on board a Group Consumer Care Manager.

Your role will be responsible for driving excellence and the sharing of best practice and knowledge across the group with support from the Third Party Care line service for consumers.

The role will require the Group Consumer Care Manager to lease with other areas of the business such as marketing informing and up-skilling within these other areas.

You will be responsible for training and developing of the third party Service Provider Advisors and Team Managers in order to maximise production and service quality.

You will be measured on the following:-

• Process definition and refinement
• Goal and Target setting by brand/product to improve understanding of the business culture
• Service Level Agreement & Consumer Satisfaction Index monitoring and focus by market. Ensuring that all operational targets and met and appropriate and timely action is taken to resolve any slippage using the RCA method.
• Drive quality improving programme for SLAs and Customer Satisfaction Index with aim to be best in class.
• Management of Third Part Service Provider quality procedures and performance.
• Arrange product awareness sessions (e.g. New Product Development Launches)

The Group Consumer Service Manager will be Accountable for monitoring quality of data from the Care Line Services and Drive continuous improvement. You will also manage consumer complaints escalations and lease with other areas of the business to understand the underlying causes of complaints and identify corrective actions to the third part care line.

Key Skills and Qualifications

• Numerate and strong analytical skills
• Challenging
• Strong excel skills
• Strong Presentation skills
• Third Party Management skills
Candidates from an FMCG Contact Centre environment will be at a distinct advantage as well as candidates who have quality and audit qualifications.

For more information please apply to ian@ccarecruitment.com