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Office Experience Manager

3 months ago

Belfast, United Kingdom Brenntag Full time

About the Role:

We are seeking a highly skilled and experienced Office/Customer Experience Manager to join our team at our depot in Belfast.

Key Responsibilities:

  • Lead the Customer Service and Admin teams in delivering day-to-day office processes in line with Company procedures.
  • Ensure standard office procedures are applied and working efficiently and effectively.
  • Deliver appraisals, training, and development of staff.
  • Develop and implement a customer experience improvement plan.
  • Define and measure long-term success through customer engagement and retention.
  • Manage customer feedback loops and leverage CX data to inform engagement strategies.
  • Champion quality and collaborative efforts to deliver exceptional results.
  • Grow relationships with clients through ongoing communication and meetings.
  • Lead projects to develop high-profile insights and recommendations for CX, UX, and Customer Journeys.
  • Develop the team's CX and commercial knowledge and performance.
  • Review business reports and complete relevant system administration.
  • Analysis of on-time-in-full data to devise and deliver improvements.
  • Provide regular reports to the General/Regional Manager.

Requirements:

  • Previous experience in a management role, preferably in a Customer Services/Office Management focused environment.
  • Understanding of Customer Experience Methodologies and Application in a B2B environment.
  • Strong people management and leadership skills.
  • Good commercial acumen and ability to develop and maximise within a profit-driven environment.
  • Excellent communication skills and ability to build key relationships with internal and external customers.