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  • Customer Relations Manager
    Customer Relations Manager
    1 day ago
    Full-time
    London

    Main Duties and Responsibilities • Manage and develop ongoing relationships with key clients and policyholders of Belgravia Indemnity Service, acting as the primary point of contact for policy, renewal, and escalated queries on E ASher Ltd's behalf., • Act as liaison between E A Sher Ltd's administrative/support staff, Belgravia Indemnity Service's insurers and underwriters, and clients to ensure policies, renewals, and claims are administered to the standard and timescale expected., • Lead, supervise, and develop a team of customer relations/client service staff employed by E A Sher Ltd, setting objectives, monitoring performance, and providing coaching and training., • Design and implement customer service policies, standards, and procedures to ensure consistent, professional handling of client queries across phone, email, and in-person channels., • Investigate and resolve escalated client complaints (e.g. relating to policy administration, claims handling, renewals, or service quality) promptly and effectively, identifying root causes and implementing corrective actions to prevent recurrence, in line with FCA complaint-handling requirements applicable to Belgravia Indemnity Service., • Monitor client satisfaction through feedback, surveys, and key performance indicators, and use findings to drive continuous improvement., • Analyse client accounts and policy/renewal data to identify trends, risks, and opportunities for improved retention and growth of the client base., • Liaise closely with E A Sher Ltd's administrative and consultancy teams and Belgravia Indemnity Service's compliance, claims, and underwriting functions to ensure client needs and feedback inform service delivery., • Manage and maintain the CRM system used to support Belgravia Indemnity Service's client base, ensuring data accuracy and effective use of reporting tools., • Prepare regular reports for E A Sher Ltd's senior management on client relations performance, complaint trends, and service levels., • Support policy/account reviews and renewal negotiations with key clients, working to protect and grow account value on behalf of Belgravia Indemnity Service., • Ensure compliance with FCA regulatory requirements, Treating Customers Fairly (TCF) principles, data protection legislation (UK GDPR), and internal policies of both E A Sher Ltd and Belgravia Indemnity Service in all client-facing activity., • Manage departmental budgets and resources as required. Person Specification Essential • Proven experience in a customer relations, account management, or client relationship role, with some experience of managing or supervising staff., • Strong written and verbal communication skills., • Excellent problem-solving skills and the ability to manage escalated or sensitive issues diplomatically., • Proficient in CRM software and Microsoft Office applications., • Strong organisational skills with the ability to manage competing priorities., • Good understanding of customer service best practice and data protection requirements. Desirable • Bachelor's degree in business, Marketing, Communications, or a related field (or equivalent experience)., • Experience within insurance broking, underwriting support, or financial services., • Working knowledge of FCA regulatory requirements for insurance intermediaries, including complaint handling and Treating Customers Fairly (TCF)., • Professional qualifications such as Cert CII (or working towards) are an advantage. Skills • Leadership and team management, • Relationship building and stakeholder management, • Analytical and data-driven decision-making, • Negotiation and conflict resolution, • Attention to detail

    No experience
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  • General Manager
    General Manager
    2 months ago
    Full-time
    London

    Elevate your coffee expertise and step into a leadership role as a General Manager at Half Million Café! Are you a seasoned coffee enthusiast who wants to progress your career? Half Million is actively seeking an experienced General Manager who is committed to shaping exceptional experiences for our customers through effective team leadership and operational excellence. Half Million was founded in 2018 in Saudi Arabia. Named after its initial investment amount, Half Million is rapidly expanding, regularly opening new stores across Saudi Arabia. We are seeking enthusiastic team members to join the Flagship store in London and be part of our exciting international journey. As a General Manager at Half Million Café, you'll play a pivotal role in shaping our coffee culture. Your responsibilities will include: • Coordinate and implement effective business strategies to increase sales, profitability, and customer satisfaction., • Manage the overall day-to-day operations of the café and brunch service, ensuring high standards across product quality, customer experience, and team performance., • Lead from the front by actively supporting operations on the floor, including barista duties and service during peak times., • Hire, train, and supervise baristas, floor staff, and kitchen team members., • Ensure full compliance with health, safety, and hygiene standards., • Oversee food and beverage quality, presentation standards, and service consistency., • Ensure strong inventory control systems to maintain appropriate stock levels and minimise waste., • Control labour costs, scheduling, and rota planning while maintaining operational efficiency., • Manage financial performance including budgeting, reporting, and cost control., • Implement and enforce company policies and operational procedures., • Handle customer feedback and resolve issues professionally and efficiently., • Maintain and improve equipment, facilities, and overall store presentation., • Build and maintain strong relationships with suppliers, vendors, and customers., • Stay up to date with market trends and customer preferences., • Support team development through performance reviews, coaching, and career progression planning., • Work closely with internal teams including HR, Finance, and Operations to ensure alignment, compliance, and the smooth running of all business functions., • Manage employee relations matters professionally, addressing queries and concerns in a fair and timely manner in collaboration with HR where appropriate. Requirements: • Minimum 2 years of experience as a Café General Manager (or similar leadership role)., • Hands-on approach to management, with regular involvement in daily operations including floor and barista support., • Coffee experience is a strong advantage., • Experience working in high-standard service environments., • Strong customer service and conflict resolution skills., • Proven leadership ability with experience motivating and developing teams., • Strong understanding of HR practices, with the ability to apply company policies fairly and manage employee performance and team development in a structured, professional manner., • Understanding of KPIs, labour percentages, and basic financial reporting., • Experience managing employee matters, including performance reviews and ongoing staff engagement., • Strong business and financial awareness with the ability to support forecasting and cost control., • Experience collaborating with cross-functional teams (e.g. HR, Finance, Operations)., • Excellent communication, organisational, and time management skills. Pay: £42,000.00 - £48,000.00 per year

    Immediate start!
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  • Store Manager
    Store Manager
    2 months ago
    Full-time
    London

    Elevate your coffee expertise and step into a leadership role as a Store Manager at Half Million Café! Are you a seasoned coffee enthusiast who wants to progress your career? Half Million Café is seeking a Store Manager to oversee the UK brand and administrative functions, while working closely with our operations team to drive efficiency, growth, and exceptional customer experiences. Half Million was founded in 2018 in Saudi Arabia. Named after its initial investment amount, Half Million is rapidly expanding, regularly opening new stores across Saudi Arabia. We are seeking enthusiastic team members to join the Flagship store in London and be part of our exciting international journey. As a Store Manager at Half Million Café, you'll play a pivotal role in shaping our coffee culture. Key Responsibilities • Work closely with the Operations team to implement business strategies that increase sales, profitability, and customer satisfaction., • Manage the daily running of the café, ensuring high standards across product quality, customer experience, and team performance., • Take a hands-on approach, supporting floor operations during peak times, including barista and service duties., • Hire, train, and supervise baristas, floor staff, and kitchen team members., • Ensure full compliance with health, safety, and hygiene regulations., • Monitor and maintain inventory, ensuring adequate stock levels and minimising waste., • Control labour costs, manage scheduling, and oversee rota planning while maintaining operational efficiency., • Manage financial performance including budgeting, reporting, and cost control., • Implement and enforce company policies, operational procedures, and administrative protocols., • Handle customer feedback and resolve issues efficiently and professionally., • Maintain equipment, facilities, and overall store presentation to high standards., • Build and maintain strong relationships with suppliers, vendors, and customers., • Keep up to date with market trends, customer preferences, and best practices in the café industry., • Support team development through coaching, performance reviews, and career progression planning., • Manage employee relations matters professionally, addressing queries and concerns fairly and in collaboration with HR., • Collaborate with cross-functional teams including HR, Finance, and Operations to ensure alignment and smooth running of business functions. Requirements • Minimum 2 years of experience as a Café Store Manager, General Manager, or similar leadership role., • Strong hands-on management approach, with experience actively supporting day-to-day café operations., • Experience in high-standard service environments is preferred., • Coffee industry experience is a strong advantage., • Excellent customer service and conflict resolution skills., • Proven leadership ability with experience motivating and developing teams., • Understanding of HR practices, including performance management and staff engagement., • Knowledge of KPIs, labour costs, and basic financial reporting., • Strong business and financial awareness, with the ability to support forecasting and cost control., • Experience working closely with cross-functional teams, including HR, Finance, and Operations., • Excellent communication, organisational, and time management skills. Pay: £38,000.00 - £43,000.00 per year

    Immediate start!
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