Customer Relationship Manager

Customer Relationship Manager

at The NSS Group

Part of Customer Service Cleaning

28000 per annum

The Division Customer Service Cleaning

Our team of directly employed operatives is the UKs No.1 market leader and the only truly nationwide window and specialist cleaning provider. With a regional management structure in support and a central service desk we are uniquely positioned to deliver services on both a planned and reactive basis.

To us no window no location and no scale of project is out of reach.

Weve tailored our approach to each of the sectors we operate within and when it comes to cleaning at height our aim is to work as safely and efficiently as possible. NSS has the expertise and experience to provide any combination of rope access / abseiling waterfed pole systems truckmounted access platforms or cradle systems. All delivered inhouse to maximize control and improve service delivery.

Your job will include:

• Build and maintain robust relationships between NSS and its key customers. Represent NSS with integrity and authenticity to inspire confidence trust and loyalty from our customers. A key requirement of this role is to be highly visible and accessible to our customers.
• Actively seek and understand customer feedback. Provide quick customerfocused but safe practical and commercially astute solutions to any issues raised. Robust collaboration / influencing / negotiation skills will likely be required in this area to facilitate efficient and effective solutions via NSS colleagues to the customer.
• Drive the provision of reliably consistent expertise across Operational fieldbased and nonfieldbased resource. Form and implement strategies for bestinclass customer service provision.
• Be the figurehead for any 2nd tier escalations exceeding helpdesk capacity. Ensure all escalations are handled within the company & client SLAs
• Collate and present bestinclass external MI (including KPIs/performance against SLAs etc) for our customers at regular review meetings.
• Understand current financial performance and future targets. Create opportunities to generate additional NSS business with customers via upselling or crossselling.
• Support the NSS Finance function in ensuring tight control of our financial processes with customers i.e. purchase orders invoicing and debt collection.

What NSS will give to you:

• Free onsite parking
• Free refreshments with a friendly and sociable office environment
• An opportunity to progress and develop within the company
• 25 days annual holiday bank holidays
• Monthly Reward and Recognition Scheme where our top performers are rewarded with vouchers for many retailers
• Trade Point Card which will enable you to get 10% off at any B&Q
• Day off for your birthday after length of service
• Eye care vouchers
• Referral bonus scheme
• Medicash health cash plan with discount on dental health screening gym discount store discounts specialist consultations and much more

Experience / Personal Attributes Required:

• Minimum 2 years experience of senior customer / internal stakeholder management in a service provider / facilities management environment.
• Demonstrates behaviour and attitude in line with our core values.
• High level of integrity and authenticityto inspire confidence trust and loyalty.
• Customerfocused and people driven.
• Dedicated enthusiastic and full of positive energy.
• Demonstrates resilience when faced with obstacles and learns quickly from mistakes.
• Creative confident and driven with an enthusiasm for continuous improvement and innovation.
• Selfmotivated to work solo but equally comfortable working within a team and collaborating with others.
• Solutions focused with strong problemsolving analytical and reasoning skills.
• Successful track record with management of projects and change programs
• Ability to communicate effectively at all levels (both verbal and written).
• Excellent IT skills. Proficient and confident with using Microsoft products (Outlook Excel PowerPoint PowerBI etc.)
• Ability to travel within the UK
• Driving Licence requiredfor the role.

About NSS

NSS Group is a specialist services supplier. From building maintenance to window and technical cleaning platform hire and equipment testing selfdelivered services anywhere in the UK. The NSS group was formed by the merger of a number of large successful businesss to create one super group which gives our clients a service which is truly nationwide.