Information:
Job Vacancy Details
Customer Care Manager
FMCG
Glasgow
Permanent ⁄ £21000 - £25000
Updated March 11, 2012
The role includes:
• Communicate with all teams in the business relevant to specific enquiries, in particular work closely with the Marketing and Brand Teams to ensure consistent brand messaging and tone is reflected in correspondence.
• Recording accurate contact details, queries and technical data into customer care database and administrating effective responses
• Responsibility of overall accurate administration, and management of all associated customer care software and data programmes as well as management of branded and prepared responses.
• Being mindful of legal guidelines, data protection and all communications associated with the Customer Care service, at all times
• Logging accurate details into the Customer Care database to proceed any required investigations with the company technical team
• Keeping account of all responses and working with communications and marketing teams to adapt when necessary
• On-going advising and implementation of processes and responses, alongside the Communications Team, to keep Customer Care services efficient and up-to-date
• Communicating with relevant teams within the business to ensure regular checks that customer care information is up to date and in-line with messaging in the wider business
• Ensure that responses are completed accurately and on time
• Line management of Customer Care Executive and the day-to-day processes of the Customer Care service
• Effective management and running of day-to-day Customer Care services
• Reducing response times to enquiries
• Successful implementation of new procedures and responses involved with Customer Care
• Building strong relationships within the business, in particular with the Technical, Marketing and Customer Services teams
Who we're looking for
The ideal candidate:
• Minimum 4 years customer services/ customer care experience<BR>• Preferably educated to A-Level/Higher standard (or equivalent)
• Line-management experience preferable
• Prior knowledge or awareness of Hamilton Grant software would be an advantage
• Minimum knowledge of Basic Food Hygiene would be an advantage (training in this area will also be given and supported internally)
• Good written and verbal skills
• Understanding of data protection laws
• Computer literate in Word, Excel, Power Point, Internet, Email and Access databases
• Any knowledge and experience in Food Law Labelling would be an advantage (training in this area will also be given and supported internally)
• Understanding of Hazard Analysis and Critical Control Points (HACCP) would be an advantage (training in this area will also be given and supported internally)
• Understanding of Good Manufacturing Practices and British Retail Consortium (BRC) (training in this area will also be given and supported internally)
About our client
Leading Glasgow based FMCG company.
What's on offer
Basic Salary £21K - £25K + Up to 10% Bonus
Michael Page Contact
For further info, apply or phone on 0141 331 7920.
Job Ref: 13219031
Your application will be sent to Eilidh Pattison.
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