Description Job Title: Customer Experience and Relationship Manager Salary: The starting salary is £46,041pa. Salary Scale (£46,041 - £50,031pa) Location: Flexible approach involving working remotely and regular in-person and onsite internal and client meetings at various locations. About the role The Customer Services and Relationships Manager role sits within the Commercial Services Team, and will lead vital operational support, including the full customer lifecycle as it relates to on-boarding new customers and service users, on-going support, service utilisation, account management and billing. The Customer Services and Relationship Manager will provide excellent relationship management, and drive deeper and broader engagement with customers thereby contributing to high level of customer satisfaction and retention. Havering Education Services (HES) is the London Borough of Havering’s brand for providing professional services and support to the education sector. Comprising a diverse range of specialist internal business units and external brokered service providers, our commercial operations is supported by a Commercial Services Team which forms the back bone of the support and commercial development structure. The team provides a single holistic point of contact, coordination and support for both service providers and customers. Key areas of expertise include Business Development, Customer Experience, Contracts Management, Relationship Management, Sales and Marketing and Partnership Development. HES as a commercial business unit within the council is driven by the need to provide the highest level of service and experience to our customers. For the fifth year running, we have been nominated for the Education Resources Awards in the 'Supplier of the Year – Not for Profit' category. This nomination reflects HES’ continued commitment to providing exceptional resources and customer service to schools. HES won the award in both 2020 and 2023. Furthermore, this summer, HES was announced as a finalist for the UK Customer Experience Awards (UKCXA) 2024 in the ‘Customers at the Heart of Everything’ category. The UKCXA recognises and celebrates the efforts and innovation of the organisations in the pursuit for customer experience excellence. The UKCXA awards are national awards and cover all industries. HES had previously won ‘runner-up’ (silver) at the UKCXA awards in 2019. Ideally the successful candidate will have a strong background in customer services and relationship management within the education suppliers market and experience of schools traded services. If successful, you will be responsible for: Coordinating the annual customer buy-in cycle, ensuring the full commercial offering, including contracts, ad-hoc services, training and products are effectively showcased, clearly visible and accessible to customers in a timely manner on the HES Portal (SLA Online). Working in close collaboration with senior managers and teams to ensure all internal / external service levels are met and the quality of service delivered to customers meets or exceeds contractual requirements Facilitating customer engagement with traded services campaigns and offers Managing the overall billing operations (payments and receipts) for traded services, ensuring client and supplier transactions are processed, validated and paid according to contract in timely and accurate fashion within cut off times and deadlines Dealing with customer complaints and issues, liaising with all relevant internal stakeholders in ensuring prompt and appropriate resolutions and customer satisfaction Managing a portfolio of key customer accounts Working closely with service delivery teams to identify and pursue opportunities for new markets, customers and revenue streams Manage a team of customer service officers Manage the off-site Learning and Development Centre, including booking operations, trainers and delegate experience and issues resolution, ensuring optimal and cost effective usage For an informal discussion about the post, please contact by email on shola.omogbehinhavering.gov.uk. This advert will close at 23:59 on Monday 30 th September 2024 Please make sure to a CV and separate supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770 Please view Job Profile here Additional Information We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering. The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check. Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.