Customer Experience Leader

3 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Greenbean Full time
About One Utility Bill
One Utility Bill is a technology company that simplifies household bills by offering a fixed monthly payment. This approach reduces the time spent on phone calls to suppliers and minimizes administrative tasks.

The company prioritizes employee satisfaction, with an 8.5/10 score from employees in their last engagement survey.

We are seeking a Customer Support Manager to lead our Customer & Partner Support team, reporting to the Head of Operations. Key responsibilities include:
  • Managing customer complaints and achieving high customer satisfaction
  • Recruiting, coaching, and mentoring Team Leaders and Advisors
  • Performance management, setting KPIs, and ensuring continuous improvement
  • Monitoring market and competitor activity, implementing procedures to enhance processes
  • Attending Extended Leadership Team meetings and providing management reporting

Salary and Benefits
The estimated annual salary for this role is £36,210, increasing each year. Additional benefits include 25 days holiday, plus bank holidays, with flexibility to buy or sell up to 5 days. We also offer access to Magpie, an employee discounts platform, and up to £1,500 for professional development.

Requirements
To be successful in this role, you will need previous experience in Customer Service Management or Team Leader positions. A proven track record in developing customer journeys and delivering high levels of customer service is essential. Experience working in high-growth businesses and adapting to rapid change is also desirable.

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