At a Glance
- Tasks: Manage customer queries and complaints, ensuring effective resolutions and communication.
- Company: Leading provider of managed laundry services with a focus on innovation.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Fast-paced environment with excellent career development opportunities.
- Why this job: Join a dynamic team and make a real difference in customer experience.
- Qualifications: Strong communication skills and experience in customer-facing roles.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hybrid / 3 days in the office (Ripponden)
Salary: Competitive
Vacancy Type: Permanent/Full Time
About our business
Through our Circuit business, we are a leading provider of managed laundry services to many types of facility including universities, key worker sites, holiday parks and private student accommodation complexes. Our machines, servicing and experience help us to win new contracts, retain our current customer base and continue to build on our success in the managed laundry market.
To offer the best possible managed laundry services, we have:
- Used unique market insights gained from working with top universities to develop a growing range of machines that meet communal needs
- Developed all‑inclusive planning, design and management services to provide an unrivalled customer experience
- Built up a nationwide network of field service engineers that are second to none
Circuit have recently completed a launch of our new cutting‑edge platform, Circuit Go. The new payment platform gives users two independent ways to pay for their laundry, via the app or a contactless card on the new wall terminals.
Role overview
The Relationship Manager role provides end‑to‑end support for complex customer queries and complaints, acting as the main contact, managing communication and expectations, conducting root cause analysis to drive improvements, and handling operational tasks such as inbox management, asset and coupon processing. The role also collaborates with sales, site performance and customer feedback teams, and supports meetings with high‑priority customers. Organisation is a necessary skill in this role. You should be able to diagnose and resolve problems quickly whilst communicating to all parties involved. Attention to detail is imperative. You should be able to work as part of a team but also work well using your own initiative. Demonstrate patience and confidence to communicate with a variety of internal and external stakeholders.
This job description is not intended to be exhaustive, as the role will be tailored and individualised to suit needs moving forwards. It is perceived that you may be required to undertake other duties other than those listed.
Key tasks
- Serve as the primary point of contact for complex customer queries and complaints, ensuring timely and effective resolution
- Act as the first point of contact for damaged clothing and see it through to resolution
- Own and manage customer communications throughout the resolution journey, providing clear updates and setting appropriate expectations
- Conduct root cause analysis and implement process improvements to prevent recurrence of any issues
- Maintain and manage records accurately
- Coordinate with Account Managers and customers when issues arise
- Take ownership of the shared inbox (info@circuitgroup), ensuring efficient and organised handling of enquiries
- Process coupon requests accurately and within agreed timelines
- Collaborate closely with Field Sales and Site Performance Managers to support day‑to‑day operational queries
- Support the management and resolution of distribution centre complaints and customer reviews across Trustpilot and app stores
- Support and take meetings with high priority customers
Criteria
Essential (attributes required for candidate to be considered)
- Excellent communication skills, patient, confident and able to communicate effectively with a variety of internal and external stakeholders
- Well defined planning and organisational skills
- Ability to work both independently and as part of a team
- Understanding of the Circuit business, our customers and our processes
- Uses own initiative to problem solve and generate solutions
Desirable (attributes can be trained or developed)
- Possess a strong understanding of our products, our competition in the industry and positioning
- Knowledge of Pivotal
- Understanding of broader JLA processes
Experience (what you have done)
- Experience of working in a demanding customer facing role.
Personal qualities
- Able to work in a fast‑paced environment and be able to demonstrate strong resilience and decision making
- The ability to work successfully in a target‑based environment
- Team player with a can‑do attitude
- Customer service skills and approach with customers
- Well defined planning and organisational skills
- Driven to learn new skills
- Adaptable, and flexible to ensure the task is completed to the highest standard
- Full driving licence
