European Customer Care Relationship Manager
Bracknell
Panasonic UK | December 2024
Do you have the expertise or experience to become a successful Customer Care Relationship Manager with a demonstrable track record of excellent service delivery?
Are you looking for a role that challenges your existing capacities? A role where you can learn further, work towards accomplishing professional goals and get job satisfaction?
If all the above tick your boxes, we would like to meet you.
Role Overview
In this role as the European Customer Care Relationship Manager and as part of a close-knit team, you will collaborate with Panasonic's European contact centre partner and internal teams to effectively reach common goals. You will use your skills to create and encourage a customer-centric culture with the mindset to achieve exceptional customer experience.
Managing complex partner relationships across Europe is imperative, as well as being sensitive to regional requirements and cultural differences. You will also support our care partner to promote the sale of products through the contact centre.
The successful individual must possess strong leadership and excellent interpersonal and communication skills with a high response rate to customers.
How you will become part of the bigger picture…
* Manage the day-to-day relationship and ensure that the delivery of service by the contact centres is of high quality in line with the service agreement.
* Build and maintain complex, collaborative stakeholder relationships with regional colleagues across Europe and to continuously capture and deliver on their requirements and feedback.
* Produce and review reports, analyse data, and identify tactical drivers to influence the achievement of all operational service levels and goals.
* Define and deploy a skills gap analysis process to capture care colleague training requirements.
* Inspire care partner(s) to engage with our vision, maintain operational stability and problem solve any issues.
* Encourage a customer-centric culture within regional teams as well as maintaining consistent and transparent communications.
* Support the Head of Customer Care in the creation of annual budget.
* Manage the care partner sales targets, authorise payments as well as taking into consideration the spend versus budget.
* Facilitate regular meetings to review performance, operational opportunities and challenges.
* Arrange product information and samples for contact centre teams in all regions.
* Review existing quality assurance process and act as required to ensure it is fit for purpose.
* Define how customer contact quality should be benchmarked, calibrated and reported on.
* Use trends and communication with both Contact centre and stakeholders to identify and implement process and efficiency improvements.
* Continuously grow and focus on personal development using the Panasonic Leadership Principles.
What you will bring to the picture..
* Several years’ experience of working in customer service or call centre environment.
* Experience managing outsourced contact centre relationships.
* Capable of managing through influence and indirect leadership.
* Strong drive to deliver a rich, customer-centric service experience.
* Excellent communication skills, written and spoken.
* Ability to work on own initiative and as part of a close-knit team.
* Capable of challenging the status quo and overcoming obstacles.
* Ability to identify areas for improvement and propose action plans and projects as appropriate.
* Keen eye for detail, particularly when reviewing spreadsheets.
* A high degree of judgment and problem-solving capability.
* Drive to achieve high results, with the energy and determination to succeed in a very fast-paced environment where the pace and quality of response is critical to success.
* Possess the ability to maintain flexibility and openness to a rapidly changing environment.
* Capable of organising in an efficient and methodical way.
* Ability to evolve to meet changing needs of the business.
What does our big picture look like?
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we’ve been committed to improving peoples’ lives and making the world a better place, one customer, one business, one innovative leap at a time.
We believe in strong collaboration and team spirit to develop Panasonic’s competitive edge even further. Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers’ expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable. ‘Live Your Best’.
Inclusion and Equality
In keeping with our principle of Fairness and Honesty, Panasonic’s ambition is to continue to become a more inclusive company, which attracts the best applicants who will be considered for employment regardless of difference and demonstrates our commitment to celebrate and promote diversity.
What we offer:
Terms and Benefits for candidates outside of the UK may differ from those described below:
Salary range: £55,000 - £60,000 per annum (depending on experience)
Car or Car allowance
Annual Bonus: 15%
Annual Leave: 25 days holiday plus bank holidays (rising to 28 days on completion of 3 years of service)
Hybrid working: with a minimum of 2 days a week in the office
Contract Type: Permanent
Hours: 37.5 Full-time
Location: Bracknell, UK (Travel abroad will be required)
Benefits
Contributory Pension Scheme
Life assurance 4x salary
Income Protection
Private Medical Scheme
Employee Assistance Programme
Other voluntary benefits such as dental insurance, partner life assurance
Staff discount on Panasonic products
2 Paid volunteer days
Training courses
Wellbeing Programme
Free on-site parking
Discounted restaurant food
Start Date: December 2024
We offer adjustments for those who may require these.
Please note you must ensure you have the right to work in the relevant country, no form of sponsorship can be supported.
YOUR CONTACT TO HR
Panasonic Europe B.V. (UK Branch)
Maxis 2, Western Road
RG12 1RT Bracknell
recruitment@panasonic.co.uk
Apply now
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