Customer Service Excellence Manager

3 weeks ago

Horsham, West Sussex, United Kingdom Oxbow Resourcing Full time
Job Overview

Are you driven by the desire to create outstanding customer interactions? Do you excel in fast-paced settings where your leadership can truly shine?

Oxbow Resourcing is excited to partner with a leading travel insurance provider in their search for a Customer Experience Manager dedicated to enhancing their customer service operations.

This organization understands that exceptional customer experiences stem from a strong team. Their ethos is built on innovation, teamwork, and an unwavering dedication to quality. They aim not just to meet customer expectations but to surpass them consistently. If you seek an environment where your contributions are appreciated, your expertise is honed, and your career can flourish, this organization is the ideal place for you.

As the Customer Experience Manager, you will play a pivotal role in ensuring that customer needs are not only met but anticipated. You will lead a passionate team, devise and execute strategies that boost customer satisfaction, and serve as a vital link between customers and internal stakeholders. Your contributions will be essential in fostering customer loyalty and advocacy.

Key Responsibilities:

  • Team Leadership: Inspire and guide a team of customer experience specialists, promoting a culture of ongoing enhancement.
  • Strategic Planning: Develop and execute customer experience initiatives that align with the organization's objectives and principles.
  • Customer Representation: Serve as the advocate for customers, ensuring their needs are prioritized and understood throughout the organization.
  • Performance Analysis: Review customer feedback, trends, and performance metrics to identify improvement opportunities and generate actionable insights.
  • Cross-Functional Collaboration: Partner with various teams to ensure a cohesive and consistent customer journey.

Who We Are Looking For:

  • Demonstrated experience in a leadership role focused on customer experience or service.
  • Significant experience within the insurance sector or claims environment.
  • Strong analytical and strategic problem-solving capabilities.
  • Exceptional communication and interpersonal skills.
  • A proven ability to motivate and lead a team towards high performance.
  • Familiarity with CRM systems and customer feedback tools is advantageous.

Why You Will Enjoy Working Here:

  • Innovative Atmosphere: Join a company that is at the forefront of its industry.
  • Career Advancement: Opportunities for professional growth and development.
  • Collaborative Environment: Work alongside talented individuals who are passionate about their work.
  • Comprehensive Benefits: Access to a robust benefits package that includes health and wellness options.

Are you ready to make a significant impact? Join us at Oxbow Resourcing and elevate your career.

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