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Customer Experience Manager
2 months ago
We are seeking a highly skilled and experienced professional to join our Customer Experience team as a Customer Experience Manager. As a key member of our leadership team, you will be responsible for managing the Customer Care teams, ensuring seamless transitions for residential and business customers from onboarding to ongoing In Life experiences.
Key Responsibilities- Manage all aspects of customer care, including value-added services, downgrades, and administrative requirements.
- Support the wider Customer Experience team in implementing improvements within relevant journeys, providing real-case scenarios for analysis.
- Oversee HR processes for the team, including performance management, sickness, and welfare.
- Conduct structured quality checks to ensure regulatory compliance and manage potential performance issues.
- Collaborate with other Team Leaders and Management to identify opportunities for process enhancements, performance, and organizational efficiency.
- Ensure compliance with LightSpeed brand values and tone-of-voice.
- Manage CRM (Salesforce) systems and maintain data for effective reporting.
- Competitive Holiday Allowance + Bank Holidays
- Medical Health Insurance
- Pension
- Bonus Scheme
- Social Events
- EAP System
- Opportunities for Growth & Development
- Cycle to Work Scheme
- Flexible Working
- Employee Discounts
- Gym Membership
- Birthday Day Off
