Customer Experience Lead

3 hours ago

Reading, Reading, United Kingdom Select Car Leasing Full time

Customer Experience Strategy Leadership

You will oversee and enhance the customer experience strategy across all touchpoints within the organization. This role requires collaboration with other departments to align customer experience initiatives with overall business objectives.

Key responsibilities include:

  • Reducing complaints
  • Supervising, mentoring, and motivating a team of customer experience representatives
  • Acting as the first point of contact for complaints and cancellations
  • Developing and implementing customer experience strategies to enhance customer satisfaction and loyalty
  • Analysing customer feedback, surveys, and data to identify areas for improvement
  • Overseeing the handling of customer inquiries, complaints, and issues, ensuring timely and effective resolution
  • Monitoring key performance indicators (KPIs) related to customer satisfaction, response times, and service quality
  • Using data-driven insights to recommend and implement improvements
  • Key Skills
    • Analytical Thinking: Ability to analyse data and customer feedback to drive strategic decisions
    • Effective communication and coaching skills

This role may involve working in a fast-paced office setting or remotely, depending on company policies. Occasional travel may be required for training or industry events.

What We Offer

  • A competitive salary with yearly pay reviews
  • Discretionary yearly bonus
  • Flexible/hybrid working
  • Company pension scheme
  • Employee Assistance Programme

About Select Car Leasing

  • Company events
  • Company pension
  • Work from home

Requirements

  • 2 years of management experience
  • English language proficiency

  • Operational Customer Experience Lead

    3 days ago

    Reading, Reading, United Kingdom Thames Water Utilities Limited Full time

    Job Title: Operational Customer Experience LeadAt Thames Water, we're looking for an experienced Operational Customer Experience Lead to join our team. As an Operational Customer Experience Lead, you will be responsible for leading projects and programmes to improve how we handle complaints across all our operational communication channels.You will work...

  • Operational Customer Experience Lead

    5 days ago

    Reading, Reading, United Kingdom Thames Water Full time

    Job Title: Operational Customer Experience LeadJob Summary:Thames Water is undergoing significant transformation as part of its business turnaround. This role supports activities to drive a step change in operational complaints and customer performance. The successful candidate will lead projects and programmes to improve complaint handling across all...

  • Head of Customer Experience Design Lead

    1 month ago

    Reading, Reading, United Kingdom Jaguar Land Rover Full time

    Job Title: Head of Customer Experience DesignJoin Jaguar Land Rover as we embark on an exciting new chapter in our journey to deliver exceptional customer experiences. As the Head of Customer Experience Design, you will play a pivotal role in shaping the future of our brand and driving business growth.About the RoleThis is a unique opportunity to lead a...

  • Head of Customer Experience Design Lead

    1 month ago

    Reading, Reading, United Kingdom Jaguar Land Rover Full time

    Job Title: Head of Customer Experience DesignJoin Jaguar Land Rover as we embark on an exciting new chapter in our journey to deliver exceptional customer experiences. As the Head of Customer Experience Design, you will play a pivotal role in shaping the future of our brand and driving business growth.About the RoleThis is a unique opportunity to lead a...

  • Customer Experience Manager

    2 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerAre you passionate about delivering exceptional customer experiences? Do you have a talent for leading and motivating teams? We're looking for a Customer Experience Manager to join our team at Sainsbury's Supermarkets Ltd.About the RoleAs a Customer Experience Manager, you will be responsible for leading a team of customer-facing...

  • Customer Experience Manager

    2 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerAre you passionate about delivering exceptional customer experiences? Do you have a talent for leading and motivating teams? We're looking for a Customer Experience Manager to join our team at Sainsbury's Supermarkets Ltd.About the RoleAs a Customer Experience Manager, you will be responsible for leading a team of customer-facing...

  • Customer Experience Manager

    2 days ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleAs a Customer Experience Manager at Sainsbury's, you will be responsible for delivering exceptional customer service and leading a team of colleagues to achieve this goal. You will work closely with the Lead Customer Experience Manager to develop and implement strategies to improve customer satisfaction and retail outcomes.Key...

  • Customer Experience Manager

    7 days ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe're looking for a talented Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer service and ensuring a seamless shopping experience for our customers.Key ResponsibilitiesLead a medium to large in-store team, assigning tasks and...

  • Customer Experience Manager

    1 week ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a Customer Experience Manager, you will be responsible for leading a team of customer-facing staff to deliver exceptional customer service and drive sales growth.Key Responsibilities:Lead a team of customer-facing staff to deliver...

  • Customer Experience Manager

    2 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless...

  • Customer Experience Manager

    2 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless...

  • Customer Experience Manager

    3 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerJoin Sainsbury's Supermarkets Ltd as a Customer Experience Manager and take on a well-balanced management role with clear accountability. As a leader, you'll be responsible for delighting and inspiring customers, ensuring a seamless shopping experience from car park to checkout.Key Responsibilities:Operational in-store management,...

  • Customer Experience Manager

    3 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerJoin Sainsbury's Supermarkets Ltd as a Customer Experience Manager and take on a well-balanced management role with clear accountability. As a leader, you'll be responsible for delighting and inspiring customers, ensuring a seamless shopping experience from car park to checkout.Key Responsibilities:Operational in-store management,...

  • Customer Experience Manager

    3 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless operational...

  • Customer Experience Manager

    3 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless operational...

  • Customer Experience Manager

    2 weeks ago

    Reading, Reading, United Kingdom Sainsbury's Full time

    About the Role:We're seeking a talented Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key Responsibilities:Lead a medium to large in-store team, assigning tasks and planning breaks to ensure seamless...

  • Customer Experience Specialist

    4 weeks ago

    Reading, Reading, United Kingdom RAC Motoring Services Full time

    About The RoleWe are seeking a skilled Customer Experience Specialist to join our team at the Porsche Customer Interaction Centre, powered by RAC Motoring Services. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring each customer feels valued and supported throughout their interactions with us.Key...

  • Customer Experience Specialist

    4 weeks ago

    Reading, Reading, United Kingdom RAC Motoring Services Full time

    About The RoleWe are seeking a skilled Customer Experience Specialist to join our team at the Porsche Customer Interaction Centre, powered by RAC Motoring Services. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring each customer feels valued and supported throughout their interactions with us.Key...

  • Customer Experience Specialist

    3 weeks ago

    Reading, Reading, United Kingdom RAC Motoring Services Full time

    About The RoleWe're seeking a skilled Customer Experience Specialist to join our team at the Porsche Customer Interaction Centre, powered by RAC Motoring Services. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring each customer feels valued and supported throughout their interactions with us.The...

  • Customer Experience Specialist

    3 weeks ago

    Reading, Reading, United Kingdom RAC Motoring Services Full time

    About The RoleWe're seeking a skilled Customer Experience Specialist to join our team at the Porsche Customer Interaction Centre, powered by RAC Motoring Services. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring each customer feels valued and supported throughout their interactions with us.The...