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Customer Experience Manager

2 months ago

Poole, Poole, United Kingdom Aspire Jobs Full time

Job Summary:

Aspire Jobs is seeking a highly skilled and experienced Customer Service Team Lead to join our client's central support team based at their Head Office. The successful candidate will be responsible for leading a small customer service team of 4 and delivering exceptional service to high-end clients for a luxury brand with locations across Dorset and Somerset.

Key Responsibilities:

  • Lead a small team of customer service representatives to deliver aftersales bookings and sales leads to the business.
  • Ensure the highest level of customer experience is offered to customers through the booking process, including supporting team members with, or personally taking on complex customer issues.
  • Liaise with senior colleagues to handle customer booking escalations and resolve issues in a timely and professional manner.
  • Understand and maximize earnings from bookings and achieve external bonuses by analyzing internal and manufacturer KPIs.
  • Compile monthly and quarterly team results and bonus/commission payments to ensure accurate and timely processing.
  • Manage relationships with external partners, including CRM agencies and data providers, to develop opportunities for improving data usage and automated customer journeys.
  • Champion database management, developing and running reports to monitor accuracy and identify improvements to ensure compliance and efficiency.
  • Stay up-to-date with industry developments and best practices to ensure all work and processes remain relevant, legal, and compliant.

Requirements:

  • Previous experience in CRM/contact centre management or customer service leadership, preferably in a B2C and B2B environment.
  • Experience of managing and leading a small team, with the ability to grow and develop the team.
  • Strong problem-solving skills and ability to resolve conflicts in a professional manner.
  • Highly organized with excellent communication skills, both verbally and in writing.
  • Ability to work in a day-to-day management role and be professional in all interactions.
  • Superb presentation skills and ability to represent the company in a positive and professional manner.