Customer Experience Manager

7 days ago

Peterborough, Peterborough, United Kingdom National Tyres and Autocare Full time
About the Role

We are seeking an experienced Customer Experience Manager to lead our Contact Centre team. As a key member of our management team, you will be responsible for delivering exceptional customer service and driving business growth.

Key Responsibilities
  • Lead a team of 11 customer service advisors and technicians to deliver a seamless service
  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Manage and develop the skills of your team to ensure they have the necessary expertise to deliver excellent customer service
  • Work closely with the Assistant Manager and Workshop Controller to ensure effective communication and collaboration across the business
  • Monitor and report on customer metrics and performance, identifying areas for improvement and implementing changes as needed
  • Deliver coaching and training to colleagues to ensure they have the necessary skills to deliver excellent customer service
  • Manage capability and performance, including conducting performance reviews and developing action plans to improve performance
  • Develop colleagues through delivery of technical training and development programs
  • Ensure compliance with Health and Safety and quality standards across the business
  • Manage labour force scheduling and time management to ensure efficient use of resources
  • Be IT proficient, with experience of using Microsoft packages, including Word, Excel and PowerPoint, and the aptitude to learn in-house systems
  • Hold a current full valid driving licence
What We Offer
  • 25% off most of our products in Halfords Retail stores and online
  • Amazing discounts of up to 50% on your garage bills at Halfords Autocentre
  • Discount on Halfords Breakdown Cover, with bike cover as standard for all annual policies
  • At least 25% colleague discount at Tredz
  • Life assurance
  • Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
  • Employee assistance programme offering free, independent, confidential support and counselling 24 hours a day, seven days a week
  • Fantastic Trade Price Bike Scheme - buy one bike per year from a range of bikes which have been significantly reduced
  • Option to join our Sharesave scheme: save to purchase shares at a 20% discount
  • Cycle2Work scheme
  • Wagestream – a financial planning app that gives you more control over your pay. Access up to 30% of your pay as you earn it and save automatically from your salary to build a rainy-day fund for the future
  • Health Cash Plan - claim cash back towards your healthcare costs and get access to health and well-being services

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