Customer Experience Manager

2 weeks ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We are looking for a Customer Experience Manager to manage all aspects of the Customer Experience between Sword and assigned Customers to ensure the experience and service they receive retains long standing engagements, delivers operational success and excellence, demonstrates continual improvement, maximises current and future revenue opportunities, identifies growth, and provides opportunities for staff working at the customers to deliver and achieve their best.

Here's what the role looks like:

  • Reporting to the Operations Lead, our Customer Experience Manager will be responsible for all operational delivery activities , including service performance , work allocation , resource planning , risk management and line management of operational team leads in the services they manage.
  • Work with key personnel both within SWORD and at the CUSTOMER to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship
  • Maintain and where possible improve upon service performance and delivery targets, run the continual service improvement process, engage with regular reporting and resource management, ensuring relevant performance metrics are met and customer satisfaction is high
  • Have regular engagement with Customers and the appropriate stakeholders to gain a thorough understanding of the clients' business
  • Develop CSIP (Continual Service Improvement Plans), Customer Experience Plans and Service Reports as part of the delivery of services
  • Maintain long-term customer relationship, developing into a trusted advisor and partner through high levels of customer engagement
  • Manage the direct reports who are delivering services to the customers and support their development
  • As part of the PDP process, set clear objectives and determine development opportunities

Requirements

Here are the key skills and experience relevant to this role:

  • You will already have gained service delivery or account management experience, preferably within the IT services or software industry, and have a track record in meeting and exceeding targets.
  • Operational Service Delivery and People Management experience.
  • Ability to Manage diverse teams
  • Strong multi-level relationship builder.
  • Commercially focused, articulate and possess the ability to think strategically.
  • Highly motivated, goal-oriented and target driven.
  • Experience of management of budgets
  • Experience of continual service improvement an associated planning and execution of CSIPs
  • Ability to develop and execute customer experience plans and service reports
  • Excellent communication skills and able to build relationships across multiple levels
  • Minimum ITIL V3 Foundation qualified, ideally V4 Foundation
  • Degree/Management Qualification or equivalent experience

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.....

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

  • Customer Experience Advisor

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Ten Live Group Full time

    Client AdvisorTen Live Group is a leading provider of manufacturing support services to the global automotive industry. Our sales and engineering teams are responsible for delivering innovative solutions to meet customer needs and support our customer's manufacturing needs.The primary responsibility of the Client Advisor is to provide quality, courteous and...

  • Customer Experience Assistant

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Aberdeen Performing Arts Full time

    We are looking for enthusiastic, confident and friendly Customer Experience Assistants (Hospitality) to join our Hospitality/Food and Beverage team. You'll work in our bars and cafe bars at our city-centre venues His Majesty's Theatre, Music Hall and the Lemon Tree.You'll provide exceptional customer service and perform hospitality duties in the preparation...

  • Customer Experience Manager

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom SWORD Full time

    Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to...

  • Customer Care Manager

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Search Consultancy Full time

    *Customer Care Manager - Luxury Housebuilder*Here is your chance to secure a key role with a leading luxury housebuilder and get your 2023 off to a flying start. With a huge pipeline of work in the North East they are in a very strong position moving into the new year.You will be there to support customers throughout the build process and assist with any...

  • Customer Assistant

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Marks & Spencer Full time

    Working PatternSaturday 11:00-17:30Sunday 11:00-17:30Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver 'best in town' standards Serve and sell across all channels...

  • Customer Service Representative

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom NOV Inc. Full time

    **CLOSING DATE 10 AUGUST 2023**As a Customer Service Representative, you have an important role in building and maintaining a professional relationship with our Customers, whilst continually striving for service excellence and making NOV the preferred supplier to our Customers for NOV Spare Parts.DUTIES & RESPONSIBILITIES: Receive, review and respond to...

  • Customer Assistant

    5 days ago

    Aberdeen, Aberdeen City, United Kingdom Marks and Spencer Full time

    SummaryWorking PatternWeek 1Tues: Wed: Sat: Week 2Sun: Tues: Fri: You must be 18 years old or over to apply for this vacancy.All the detailsWorking Pattern Week 1Tues: Wed: Sat: Week 2Sun: Tues: Fri: You must be 18 years old or over to apply for this vacancy. Purpose To deliver a great shopping experience for our customers, we are looking for colleagues...

  • Customs Controller

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Thorpe Molloy McCulloch Recruitment Full time

    Customs Controller / Sales Support - VR/27346:Status: PermanentLocation: AberdeenRef: VR/27346Rate: Available Upon RequestLocated in Aberdeen City Centre, our client is looking to add a Customs Controller / Sales Support Representative to their team on a permanent staff basis.In your role, you'll work in a fast-paced environment to efficiently process...

  • Customer Service Assistant

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Family Shopper Full time

    Evening and weekend assistant required for 15+hours per week.Thursday 4pm-9pmFriday 4pm-9pmSunday 1pm - 6pmSales Assistant Key activities and responsibilities:Customer acknowledgement when first entering the store and the provision of a level of service that customers value.Serving customers from the till points, being responsible for cash handling and card...

  • Customer Advisor

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Boots Full time

    Job Reference: 201784BRAberdeen, Union Square Shopping CentrePermanentPart-timeThe importance of your role.This is your chance to be part of something a bit different. You'll be working closely with the most important part of our business - our customers. Giving them fantastic customer care and making them feel good, and we think that's a great...

  • Customer Care Officer

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Falkirk Council Full time

    Job AdvertApplications are invited for the role of Customer Care Officer based within the Asset and Investment Team of Transform, Communities and Corporate Services to act as liaison between residents, members of the public, contractors, professional and technical officers, to ensure a high standard of Customer Care in relation to our works.You will have...

  • Customer Service Representative

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Hertz Europe Full time

    General ResponsibilitiesRead the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.Our mission is to be the world's preferred car rental company, driven by people who are passionate about delivering an exceptional service to our customers across the globe. It's as...

  • Customer Services Apprentice

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom QA Apprenticeships Full time

    Employer description:Osprey is a modern housing organisation for modern times. We are investing in technology and digital services, whilst retaining the right balance of personal contact and support to our customers. We invest in our people, value our staff team and have a strong ethos of professionalism and respect.Overview:If you are passionate about...

  • Customer Service Assistant

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Tenpin Ltd Full time

    Customer Service Assistant - ScotlandCome join our fantastic team.We love to entertain It's in our DNA... and it's not just about bowling. We have lots more to offer from Houdini's Escape Rooms, to Karaoke rooms, 4D Laser Arena, Soft Play to Arcade Machines and Pool Tables. We also have fully licensed bars including cocktails, and of course our fabulous food...

  • Customer Support Administrator

    4 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Oceaneering International Full time

    Company Profile Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore...

  • Customer Service Advisor

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom OCS Group Full time

    About The RolePurpose of the role Responsible for providing high quality information and customer service to the general public and shoppers at the Information Hub and throughout the mall. You will be working Monday & Tuesday, 16 hours per week, on a permanent, part-time basis. DutiesTo provide excellent customer service to the general public at the...

  • Customs & Freight Forwarding Supervisor

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom OBM People Full time

    Our client has an exciting opportunity for an experienced Customer & Freight Forwarding Supervisor to join the team on a permanent basis, operating from their Dyce head quarters.Reporting to the Customs Manager, this role will lead a team of customs & freight forwarding professionals, communicating Company goals, safety practices and deadlines. They will...

  • Customer Care Advisor

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Grampian Fasteners Full time

    We're looking for someone who wants to make a difference. If you just want to come in, do the tasks and go home then Grampian Fasteners isn't the place for you. You care about each and every customer and do what you can to make it easy for them. You're not content with how things are done and are always looking to improve. You're always looking to develop...

  • Customer Service Representative

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Engage Talent Partners Full time

    Engage Talent Partners are working exclusively with our client based in Aberdeen to recruit for a Customer Service Representative.Our client is a key player in the insurance industry, who are going through immense growth and looking to expand their multi-skilled team. The company are committed to providing a supportive culture and ongoing development...

  • Customs Co-ordinator

    2 weeks ago

    Aberdeen, Aberdeen City, United Kingdom Ceva Logistics Full time

    CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. We are supply chain experts. We live and breathe logistics every day. Above all, we believe that this is a people business. That's why we are building a global culture of teamwork and respect. We encourage initiative, and we engage and...