Customer Experience Manager

1 month ago


Glasgow, Glasgow City, United Kingdom EVH Full time
Customer Experience Manager

At EVH, we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our Finance & Corporate Support department, you'll play a pivotal role in shaping and delivering excellent customer service across our organisation.

Key Responsibilities:
  1. Digital Transformation: Shape the digital transformation of our Customer Relationship Management (CRM) and related systems, ensuring a customer-first approach that maximises the use of technology.
  2. Customer Service Standards: Develop consistent customer contact service standards, ensuring a seamless service across all communication channels.
  3. Team Leadership: Manage the Business Support and Contact Centre Teams, supported by supervisors conducting regular team reviews, identifying areas for improvement and creating a culture of continuous learning and development.
  4. Customer Feedback Analysis: Utilise feedback to identify trends, work with other teams to resolve service issues, and deliver excellent customer service.
  5. Process Improvement: Identify and implement process improvements across customer services, focusing on first-time resolution and service efficiency.
Requirements:
  1. Demonstrable experience in a contact centre or customer service environment, with expertise in process improvement and digital solutions.
  2. A strong background in change management and implementing new approaches to improve customer service.
  3. Exceptional leadership skills, with experience managing teams and driving performance.
  4. Ability to build relationships and influence decision-making to enhance service delivery.

We offer a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family-friendly policies, health & wellbeing commitment and much more.

This role is hybrid and you will be expected to attend our offices 2-3 days per week. Alternatively, you can complete our online application form by the closing date specified.



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