Customer Management Manager
2 weeks ago
Are you passionate about enhancing customer experiences and driving meaningful change? Customer Feedback: Send timely automated/manual surveys and gather feedback from budget holders and ad-hoc sources.
~ Data Analysis & Insights: Metrics Management: Own and report on CSAT and NPS metrics, ensuring accuracy and reliability.
~ Combine customer feedback, operational metrics, and other data into actionable reports for leadership.
~ Complaint Management: Lead teams to fully resolve customer complaints and independently investigate when necessary.
~ Strong stakeholder management and communication skills.
Ability to manage customer feedback and complaints, addressing root causes.
Adaptability under pressure and flexible working arrangements.
ITIL certification.
Strong analytical skills using Excel.
Change management experience.
Valid driving license.
Hybrid working options for a better work-life balance
~25 days annual leave plus bank holidays
~ Ongoing learning and development opportunities
~ Cycle to work scheme and technology vouchers
~ Enhanced family leave
~ Celebration day - an additional day off each year to celebrate an occasion important to you
~ Salary sacrifice pension
~2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
~ Company social events and competitions
~ Discount and Cashback Scheme
~ Life Insurance
~ EAP and Virtual GP Service
In this senior role, you’ll have the opportunity to challenge the status quo, shape strategies, and make a lasting impact on our organization’s customer experience.
Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process.
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