Customer Experience Senior Advisor
3 days ago
Leeds-based position offering up to £40,000 per year.
A pioneering tech-first company is undergoing a comprehensive technical transformation, and we are seeking a seasoned Customer Support Manager to spearhead customer experience initiatives.
This role involves championing rebranding efforts, driving process enhancements, and innovating to boost efficiency and customer satisfaction.
Main Responsibilities:
- Leveraging expertise to champion customer experience and support functions.
- Leading a technical support team, providing guidance and mentorship to ensure high-quality service delivery.
- Driving the development and enhancement of customer-facing tools, empowering self-service options for customers.
- Analyzing customer challenges, identifying trends in support requests, and proactively offering solutions to prevent recurring problems.
- Overseeing service desk operations, ensuring timely response and resolution of customer support tickets.
- Fostering a culture of continuous improvement and customer-centricity within the technical support team.
Main Requirements:
- Proven success in leading technical support teams as an experienced customer support manager.
- Strong experience with trend analysis.
- Excellent leadership and communication skills.
- Proven experience with Jira Service Management.
- Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred.
- Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.
- Strong problem-solving skills with an initiative for improvement.
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