Customer Experience Training

7 days ago


Wolverhampton, United Kingdom ERA Home Security Careers Full time

Era part of Tyman UK & Ireland are seeking a proactive and dynamic Customer Experience Training & Development Manager, to develop and implement customer experience strategies that align with the companys overall goals. Ensuring that all customer communication channels are optimised and functioning, whilst playing a pivotal role in driving streamlined processes with effective customer engagement.

MAIN TASKS & REPSONSIBILITIES

Framework creation.

  • In conjunction with required stakeholders, scope, define and create 3 development frameworks based on competencies, systems, processes and product knowledge. Each framework should identify desired behaviours to be displayed at varying levels of performance.
  • Benchmark all customer service advisors, internal sales, smart CS & resolutions against developed frameworks.

Benchmarking performance & KPIs.

  • Work with the Customer Service Manager to agree performance KPIs for each individual & team.
  • Work with the Customer Service Manager to create input from resolutions process on customer servicesissues and track these against the KPIs.

Development & coaching plans.



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