Customer Experience Manager

3 weeks ago

Northampton, Northamptonshire, United Kingdom Rushlift Full time

Role: Customer Experience Manager

Location: Brackmills, Northampton

About Rushlift Ltd

Rushlift is a leading provider of innovative customer-focused solutions in materials handling equipment, mechanical services and fleet management. Rushlift provides impartial advice to enable customers to maximise the effectiveness of their industrial equipment fleets, through either long-term hire contracts or servicing and repair arrangements.

In addition to providing all types of forklift trucks, from powered pallet trucks to wire-guided systems, Rushlift hires and maintains a wide range of industrial equipment such as sweepers, mobile plants, and lorry loader cranes.

About the role:

To oversee all operational aspects of the Service Teams and be responsible for the flow of operations information whilst providing customers a first-class, high-quality service experience and to manage and oversees the customer support provided by the Service Teams. This role is responsible for the overall level of customer service delivered.

Your key responsibilities will include:

Overseeing and assessing customer service employee activities, including development, mentoring, coaching and day to day operational management of the teams.

Create a working environment where employees feel involved, stretched, coached and developed to their full potential.

Ensuring that all SLA's and KPI's are adhered to within the customer service teams, and any corrective action taken to address and issues with individual team performance.

Responsible for the successful leadership of the overall customer experience directly through the National Service Centre Team and indirectly through all Services Teams operationally to achieve and exceed the agreed KPI's and overall business plan, as well as delivering market leading Customer satisfaction.

Provide a knowledge base of commercial best practice for other members of the teams to use and develop, leading workshop training to instill a Centre of excellence.

Be a champion for best-in-class customer experience and care.

In conjunction with the Human Resources team, carry out all recruitment & selection of employees, arranging induction and training as required.

Drive increased profitability through first class customer experience whilst increasing retentions and up-skilling Customer Service Coordinators.

What we are looking for:

  • Experience within the MHE industry or similar
  • Experience within a service department is highly advantageous
  • Experience with KEY, Protean, Kerridge or similar.
  • Ability to Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company
  • Skills to implement standards/procedures for ensuring optimal customer experience
  • Positive mindset yet structured in approach to all tasks.

What we offer:

  • Competitive Salary Package
  • Annual Bonus
  • Contributory Pension Scheme
  • Enhanced Parental Policies
  • 23 days holiday (excluding bank holidays), rising by one day with each third completed year
  • Life Assurance of 2x salary
  • On-site parking
  • Employee Welfare Scheme – Vouchers for birthdays/weddings/children/studies/long service etc
  • Employee Assistance Programme giving you access to Retail/Health/Gym discounts, confidential counselling and advice, Cycle2Work Scheme, and much more…

What Happens Next?

Once you have completed your application, our People Team will initially consider your skills and experience based on your CV and application. If suitable, our team will then contact you to advise you of the next stage.

We will ensure that all our resourcing processes are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

Rushlift is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our Organisation.

For more information about what we do with your data, view our Applicant Privacy Policy.

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