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Customer Account Manager

Management Team

Norfolk

Full Time

Permanent

£22,000 - £24,000 per annum

Customer Account Manager
Full Time - 40 hours per week with weekends as and when required
Permanent
Various Locations; Kent, North Wales, Norfolk, Doncaster, Hexham, Isle of Wight, Wolverhampton
£22,000 - £24,000 per annum

Job Purpose

To own the customer experience from pre arrival through to departure, manage and support the Centre team to deliver the Kingwood guest experience strategy. Support the delivery of standards across all departments in support of the General Manager delivering an excellent customer experience. Design and deliver a customer centric Customer Service Culture on centre, ensuring that all clients have the best experience whilst with us.
Delivery of Centre KPI’s which include – NPS, RBOS, H&S, internal and external audits and employee engagement. Effectively manage the Customer Service team to meet customer service targets, delight our guests and deliver amazing experiences. To support all aspects of safeguarding on site. To take the role of duty manager as and when required

Key Responsibilities

• To work to targets to drive the Centre sales and marketing effort and promote returning clients.
• Contribute to business sales and marketing initiatives.
• Conduct Centre previews and preview weekends as required.
• Ensure the Customer Services Team conduct guest briefings on arrival and are available as a point of contact for visiting teachers throughout their stay.
• To drive a customer service culture ensuring that all staff on centre are customer focused through feedback, support and training.
• Regular liaison with Centre General Manager and relevant sales teams.
• Complete all weekly and monthly reports in a timely and accurate manner.
• To line manage, coach and develop the Customer Service Coordinator(s) to ensure their tasks are completed and ensure excellent service is delivered at all times.
Essential Skills and Experience
• Excellent Customer Service Skills
• Excellent Communication skills
• Understanding of safeguarding
• Experience of managing and developing teams
• Experience of HR processes, training and development
• IT literate, Word, Excel, PowerPoint
• Prior experience of working in a customer service environment.
• Is professional, organised and can communicate effectively
• Can demonstrate working to a broad range of KPI’s – NPS, Finance, H&S, Retention etc

Desirable Skills and Experience

• A recognised management qualification or relevant degree
• Experience of sales and revenue generation
• Experience of working in the education sector
• Prior experience of CRM, HR, Training and scheduling software

Kingswood

We are one of the most experienced providers of outdoor education in the UK. We were founded over 35 years ago and run over 1.2 million activity sessions each year across ten activity centres. Each year we welcome over 175,000 young people from more than 35 countries around the world.

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