Customer Experience and Relations Manager
4 weeks ago
We're seeking a Customer Experience and Relations Manager to join our team at our Business Centre in Bradford. As a key point of contact, you'll work directly with internal and external stakeholders to build relationships and drive operational areas to achieve our ambitious service levels and revenue growth targets within LSS.
You'll be responsible for:
- Ownership of customer relationships, delivering exceptional customer experience, true partnership, and collaboration
- Monitoring service performance, addressing customer issues with service delivery owners, and maintaining a professional environment to solve problems and increase customer satisfaction
- Working with multiple internal teams to ensure customer-focused delivery and align efforts across departments
- Impact assessing all changes and new services to ensure adequate resource, capacity planning, scenario modelling, correct SLAs, and service profile are agreed and mapped before go-live
Key skills and experience:
- Experience working within a complex organisation managing Service Management and setting the Service Governance activities for a range of different Customers, often with competing priorities
- Relationship Building: experience building strong relationships with existing customers and influencing and engaging new customers fostering trust and loyalty
- Creative Problem Solving: experience working within ambiguity and applying Agile Methodologies to adapt to changing customer and operational expectations and priorities quickly
What we offer:
- Competitive salary + Bonus **where applicable**
- 25 days annual leave with the option to purchase 5 more
- Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover, and dental insurance
- Matched pension contribution up to 10%
- Access to our car benefit scheme
- Access to our online learning platform to continue to develop and grow your career with us
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