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Back to jobs Customer Relations & Communication Manager
  • Preston, Lancashire
  • £20,000 to £22,000
  • (Permanent)
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This company is looking for somebody with initiative, someone who takes ownership and leadership of customer relations & communication.

A part of the role is communicating with their audience. They are looking for someone that can take the lead of speaking for the company. You would need to have the ability to think on your feet, use initiative to answer difficult questions and ensure the brand is communicating positively.

You would be in charge of handling customers via their Facebook group. There may be times that support staff can't answer difficult questions; that’s where you come in to answer the question & also make sure their support team know the answer for next time. That means taking the time to learn the processes for yourself and spending time with the support team to ensure they are up to speed and communicating the correct info.

You will need to ensure their fan page is managed (messages, comments). How you decide to handle this (yourself or through delegating to the support team, is up to you, provided it’s efficient and maintaining their brand integrity).

You will need to become ingrained with their business processes. A big part of this role is being aware of daily bugs, problems and issues that may be going on in the technical department. That doesn't mean you need technical skills; it just means you need to liaise with the technical team daily to make sure any critical updates are known. That needs to be further communicated to their support team.

You would eventually become a key player within their company that would play a central role between all departments. It will be key to have your hands in all areas to be able to communicate with all departments.

Responsibilities include:

- Managing support desk
- Ensuring all support staff work efficiently to cover 24 hr coverage of the support desk. (Managing shifts & schedules and potentially hiring new staff too)
- Helping with questions from team leader, harder questions that the support team may not be able to answer.
- Ensuring the support desk is responding within a reasonable time. Ensure all support staff are solving tickets as quickly as possible. If there are bottlenecks, you will need to investigate and find out why, take steps to improve response times.
- You will need to scan responses to ensure replies are of good quality. If there are issues with responses you will need to speak to the support staff to find out why and help them formulate better responses.
- Social Media management, handling their FB group & fan page.
- Liaise with different departments to stay in the loop with new updates.

If you want to be a part of a fun, dynamic & fast growing start up company with limitless opportunities and growth potential, apply now to be part of their big vision!

The role is starting from £20,000 to £22,000, however after 3 months they would review this and look to increase depending on performance.

This role will require you to spend time working both from their office and from home.

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