Senior Customer Experience Manager

5 days ago


Bellshill, North Lanarkshire, United Kingdom Kick ICT Group Ltd Full time
Unlock a Rewarding Career in IT Service Management

Kick ICT Group Ltd is a dynamic and innovative provider of IT services, boasting an impressive track record of growth and expansion.

As one of the fastest-growing providers of IT services in the UK, Kick has established itself as a respected leader in the industry. Founded by CEO Tom O'Hara in 2015, Kick has rapidly scaled through strategic acquisitions, solidifying its position as a trusted partner for businesses seeking tailored IT solutions.

Our company prides itself on delivering exceptional IT services, expertise, and support. However, we believe that our approach to people is what sets us apart. We foster a culture of collaboration, empathy, and continuous learning, ensuring that every customer interaction is a positive and enriching experience.

The Role:

We are seeking an experienced Senior Customer Experience Manager to join our team. As a key member of our operations team, you will play a pivotal role in maintaining customer satisfaction by addressing problems promptly, preventing issues from arising, and ensuring seamless customer service operations.

  • Act as the primary escalation point for customer service-related issues, ensuring timely and professional resolution.

Key Responsibilities:

  • Continuously monitor the customer service landscape to identify emerging issues or potential challenges impacting customer satisfaction.

To achieve this goal, you will:

  • Closely collaborate with various departments to gain insights into potential areas of concern.

Required Skills and Qualifications:

  • Proven experience in a customer service management role within the IT industry.
  • Excellent interpersonal skills and a talent for managing complex customer relationships.
  • Able to work effectively in a fast-paced, dynamic environment.
  • Strong analytical and problem-solving skills.
  • Ability to communicate effectively with stakeholders at all levels.

Benefits:

  • Competitive salary: £45,000 - £55,000 per annum, depending on experience.
  • 30 days annual leave, plus a birthday holiday.
  • Additional Service Days.
  • Group personal pension plan.
  • Private medical insurance scheme.
  • Hybrid Working.
  • Life cover (2 x final salary).
  • Cycle to work scheme.

Kick ICT Group values diversity and is committed to creating an inclusive work environment for everyone.



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