Customer Experience Manager

2 months ago

Gillingham, Kent, United Kingdom City Centre Recruitment Full time
About the Role

We are seeking a dedicated Customer Experience Manager to join our team at City Centre Recruitment. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for our valued Focus account customers.

Key Responsibilities
  • Customer Experience Management: Take full ownership of the customer journey for a designated list of Focus account customers, ensuring a positive and engaging experience.
  • Enquiry Response: Provide prompt and comprehensive responses to all incoming customer enquiries, ensuring that customer needs are met and expectations are exceeded.
  • Order Monitoring: Proactively monitor orders, keeping customers informed of their status and addressing any issues that arise in a timely and professional manner.
  • Process Improvement: Identify opportunities to enhance the customer experience and implement improvements where possible, ensuring that our processes are efficient and effective.
  • Collaboration: Work closely with other team members to ensure customer satisfaction and support the overall team objectives, promoting a culture of collaboration and teamwork.
Requirements
  • Educational Background: 5 GCSE's, minimum A-C grade in English & Mathematics, or local equivalent.
  • Communication Skills: Fluent in English with professional written and verbal communication skills, able to articulate complex ideas and concepts in a clear and concise manner.
  • Customer-Centric Mindset: Experience in a fast-paced, customer-facing environment, with a strong focus on customer satisfaction and a passion for delivering exceptional service.
  • Time Management & Organization: Able to manage competing tasks and priorities effectively, with a high degree of organization and attention to detail.
  • IT Proficiency: Comfortable working with multiple IT/ERP systems, with a strong understanding of technology and its applications in a business setting.
  • Attention to Detail: Strong administrative skills with a high degree of accuracy, able to maintain high standards of quality and attention to detail.
  • Accountability: Hardworking with high levels of personal accountability, able to take ownership of tasks and responsibilities and deliver results.
  • Problem-Solving: Able to use initiative and independent thinking skills to solve problems, with a strong ability to analyze complex situations and develop effective solutions.
  • Flexibility: Adaptable approach to work, with the ability to handle change effectively and prioritize tasks in a fast-paced environment.
  • Team Player: Strong team player with a genuine desire to support other team members, promoting a culture of collaboration and teamwork.

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