Customer Experience Manager- Customer Care
3 weeks ago
Job Description At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as a Customer Experience Manager. The Customer Experience Manager is responsible for overseeing all aspects of customer interactions and ensuring a positive experience throughout the customer journey. This role involves developing and implementing strategies to improve customer satisfaction, managing customer feedback systems, and leading initiatives to enhance overall customer experience. The Customer Experience Manager works collaboratively with cross-functional teams to align customer-centric objectives and drive continuous improvement in service delivery.
Performance bonuses and Profit Sharing scheme.
Company incentives and events including trips abroad (Marbella, Vegas, Ibiza).
Excellent career progression opportunities.
Starbucks card & Love2Shop vouchers.
Refer-a-friend scheme.
Discounted broadband and mobile SIM plans.
Generous annual leave package, plus your birthday off each year.
Develop and implement customer service strategies to enhance overall satisfaction (NPS).
Establish and monitor KPIs to measure and track customer satisfaction and service levels.
Develop and deliver training programs to equip staff with the necessary skills and knowledge to deliver excellent customer service.
Emphasise the importance of delivering excellent customer service at every point.
Manage incoming calls in liaison with our account management team.
Handle customer complaints, provide appropriate solutions and alternatives.
Develop service procedures, policies and standards.
3 years proven experience in customer experience management or related roles.
~ Strong analytical skills with the ability to interpret customer data and insights.
~ Knowledge of customer experience best practices and methodologies.
~ Proficiency in customer feedback and survey tools.
~ Experience in project management and cross-functional collaboration.
~ Customer-focused mindset with a passion for delivering exceptional service.
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Southampton, United Kingdom Zappie Communications Ltd Full timeAt Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...
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Southampton, United Kingdom Zappie Communications Ltd Full timeAt Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...
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