Customer Experience Director

3 weeks ago

Kilmarnock, East Ayrshire, United Kingdom Escape Recruitment Services Full time
Job Overview

Escape Recruitment Services is seeking a seasoned professional to fill the role of Customer Service Team Manager for a thriving SME organization based in the UK. This is a fantastic opportunity for an experienced leader to join a dynamic team and drive exceptional customer service standards.

Key Responsibilities:

  • Oversee the day-to-day operations of the Customer Service team, ensuring seamless delivery of services to internal and external customers.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Coach, mentor, and train team members to improve their skills and performance.
  • Analyze data to create actionable insights and inform business decisions.
  • Investigate and resolve customer complaints and issues in a timely and professional manner.
  • Collaborate with internal departments to ensure alignment and effective communication.
  • Lead the team to prioritize tasks, meet deadlines, and achieve customer service level agreements.
  • Monitor and maintain stock levels, providing regular reports as required.
  • Conduct regular team meetings and one-on-one sessions to discuss performance, goals, and challenges.
  • Participate in management sales meetings to drive business growth and development.
  • Identify opportunities for process improvements and implement changes to enhance efficiency and productivity.
  • Provide forecasting and reporting to internal teams, ensuring accurate and timely information.
  • Offer hands-on support to team members as needed, promoting a culture of teamwork and collaboration.

Requirements:

  • Proven experience in a similar role, with a strong track record of people management and customer service delivery.
  • Demonstrated ability to work in a fast-paced, dynamic environment, with a focus on results and customer satisfaction.
  • Experience working in a manufacturing, distribution, or supply chain environment is highly desirable.
  • Previous experience in a SME organization with a history of progressive growth is essential.
  • Exceptional communication and interpersonal skills, with the ability to lead by example and inspire a high-performing team.
  • Strong commercial and business acumen, with a deep understanding of customer needs and market trends.
  • Excellent planning and prioritization skills, with the ability to manage multiple tasks and deadlines.

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