Operational Customer Experience Manager

2 days ago


Washington, Sunderland, United Kingdom END. Full time
About the Role

This is a senior leadership position within the Customer Service team at END., reporting directly to the Customer Service Manager. As an Operational Customer Experience Manager, you will be responsible for leading the workflow for our Customer Service Advisor team, managing contact volumes, workload, daily tasks, and personal development targets.

You will oversee a sub-team of advisors, guiding them in performance development, quality of work, and providing tailored training programs to enhance their skills and knowledge. Your primary goal will be to deliver exceptional customer experiences, upholding our company's contractual Service Level Agreements (SLAs).

The ideal candidate will possess strong management skills, a 'can-do' attitude, and prior experience in fast-paced customer-focused environments. Excellent communication, planning, and organizational skills are also essential for success in this role.

Some of the key responsibilities include:

  • Managing the workflow for the CS Advisor team, ensuring timely and effective resolution of customer inquiries.
  • Mentoring and coaching sub-team members to achieve exceptional performance, utilizing a combination of one-on-one meetings and group workshops.
  • Serving as a Quality Standards Ambassador, fostering a culture of excellence within the team and promoting adherence to contractual SLAs.
  • Providing expert guidance on complex queries and facilitating successful customer escalations.
  • Cultivating strong relationships with internal stakeholders, including other Team Leaders and CS Management, to drive collective improvement in customer success.
  • Regularly meeting with team members to discuss progress, identify areas for growth, and address any concerns or challenges.
  • Collaborating with the People Team to implement effective processes for return-to-work interviews and absence management meetings.
  • Reviewing and refining internal processes to optimize efficiency and customer satisfaction.
  • Maintaining a positive, inclusive work environment, prioritizing team well-being and fostering open-door feedback sessions.
  • Striving to create a motivating atmosphere that encourages collaboration, creativity, and continuous improvement.

We seek candidates who embody our core values: customer-centricity, passion, dedication, positivity, and a commitment to excellence.

  • $55,000 - $60,000 per annum, depending on experience
  • Up to 5 weeks paid annual leave, plus bank holidays and birthday off
  • Contributory pension scheme
  • Staff discounts on products and services
  • Employee assistance program, supporting mental health and wellbeing
  • Professional development opportunities and career progression paths
  • Free onsite parking and other benefits

Your salary will be dependent on your level of experience, but we are looking for someone with a strong background in customer service management who can bring a wealth of knowledge and enthusiasm to the role.



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