Consumer Care Manager

This role in a new position within our growing team that will take responsibility for managing a small customer service team, dealing with customer enquires and complaints across our range of brands.You will need to understand the relationship between pets and their owners and be able to support the team to seek the best possible outcome for customers, consumers and their pets.We are seeing a hands on Consumer Care Manager / Customer Service Manager that will make a difference and shape the future of consumer relations for the business. Responsibilities include:Support, mentor and develop customer service advisors. Nurture an environment where they can excel through encouragement and empowerment.Define and monitor the team goals, objectives and targets ensuring they align with company goals and management of workflow priorities.Hold individual and team performance review meetings as well as individual meetings, providing constructive feedback, coaching as needed, and execute the agreed training plans.Responsible for recruitment and service cover within the Customer Relations TeamRespond to customer contact daily via email, phone or letter regarding queries and complaints relating to the entire range of products we sell.Deal considerately with the more serious complaints, particularly Suspected Adverse Reactions (SAR), Suspect Lack of Expected Efficacy (SLEE) and other incidents (such as harm to pet or owner) Report cases of adverse reaction and inefficacy, of our licensed products, to the Veterinary Medicines Directorate (VMD) in line with company procedures and be the first point of contact for any concerns/queries relating to them.Responsible for the management of customer review sites including; Trustpilot and feefo. Including management of the budget and the platforms.Set up and implement brand specific communication templates. Oversee the process for the order and dispatch of product replacements to the sales office.Produce regular reports Development and management of the CRM system and software, including updates, upgrades or new software/systems.Identifying ways to improve processes in order to improve sales, brand loyalty and the customer service and experience. Work on FAQ’s on our websites, ensuring they are accurate and up to date to minimise queries.Adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPRMaintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested e.g. for VMD inspection. Support with audits where requiredIdentify way of improving the customer service experience in all consumer and customer activities. Complaint investigation and root cause analysis.Role requirements:Pharmaceutical or FMCG background.Experience of multi platform support, including social media channelsKnowledge and experience of CRM systems in a contact centre environment, preferably SalesforceExperience of leading a teamA genuine interest in working with and helping customersExcellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly mannerGood listening skills to be able to identify and define issues being raised by customersEmpathy and emotional intelligenceHigh level of attention to detailFull UK and clean driving licence is preferred