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Customer Experience Manager

4 months ago

Rickmansworth, United Kingdom Page Personnel Finance Full time

An exciting opportunity has arisen to join a rapidly growing leading international technology/ IT provider, who are a private equity backed company with operations in multiple countries, including the UK, Ireland, the Nordics, Benelux and Spain. They arecurrently looking for a Customer Experience Manager to join their high performing team based in Rickmansworth on a permanent basis.

**Client Details**

**Description**

This Customer Experience Manager will encompass a range of responsibilities including but not limited to:

- Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience
- Overall responsibility to lead, inspire, develop and motivate Supervisors & Team Leaders to deliver a best-in-class customer experience.
- Manage all aspects of the teams day-to-day management and work allocation to ensure performance is in line with agreed KPIs & SLAs.
- Act as an escalation point/go-to person for team members
- Overall responsibility of the training and development of your team including managing the Quality Assurance program.
- Support colleagues with the use of in-house tools, by providing necessary training and advice.
- Carry out all tasks in an efficient, professional and courteous manner; leading by example to the Customer Service Department.
- Resolve top-level 2nd/3rd line customer escalations by liaising with various departments to obtain resolution.
- Overall responsibility for recruitment, appraisal and absence management process for the team.

**Profile**

Customer Experience Manager experience and characteristics desired;
- You should have extensive experience leading a customer services or a contact centre environment with supervisory or management experience
- Working in an technology, electronic or communications production environment would be beneficial but not essential.
- You should be energetic, keen to learn using your own initiative and be able to work well with others with a positive approach always.
- People skills and leading from the front line should come naturally, setting the example for all others to follow.
- You should have an acute attention to detail and impeccably high standards enabling you to consistently look to raise the bar to improve business practices.
- You motivate by creating a performance-centric environment that provides clear focus and rewards delivery of objectives.
- Above all, this role requires an individual with a passion to provide excellent service often working under pressure in a busy work environment.
- Those that are successful in the role are typically capable of processing relatively complex logical concepts and/or have an interest in technology, computing or electronics.
- Excellent interpersonal and communication skills both written and verbal
- High level problem solving abilities
- Experience of CRM systems e.g. Salesforce
- Competent, intermediate user of Excel
- Live locally to Northwood

**Job Offer**

A highly competitive salary plus generous benefits including 25 days annual leave, annual salary review and bonus scheme etc.