Customer Experience Manager

1 week ago

Ireland, United Kingdom The Portfolio Group Full time

Are you an expert **Customer Experience Manager** looking to join a multi award-winning and fast paced consultancy? My client are a market-leading global HR, Employment Law and Health & Safety consultancy looking to hire an experienced, innovative, and driven **Customer Experience/Engagement Manager** to join their growing business and drive customer engagement and client experience performance. Having most recently won the **Feefo Platinum Trusted Service Award in 2021**, your role will be managing the core metrics linked to client experience to ensure that every employee offers a first-class service to their B2B clients. You will work closely with senior leadership to improve the operational execution and client engagement and be confident in project managing large scale service transformation projects and report back to senior leadership teams on client journey and feedback. As a **Customer Experience Manager**, your day-to-day responsibilities will be: - Manage, monitor and review the core metrics linked to client experience from on-boarding, service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for allclients across the service offerings - Identify non-usage of services and implementing effective processes to increase usage - Liaise with Sales and Service teams on any client issues and support in online reputation - Review client experience proposing and implementing enhancements to improve digital engagement - Monitor & review client dissatisfaction & attrition to improve and enhance the service in an efficient way - Support the management of the Client Experience working closely with the team leader and providing support and coaching on a daily basis - Produce daily and weekly reports for Senior Directors and the team; highlighting SLA's adherence both with client experience and service delivery identifying any underlying operational or engagement challenges To be successful as a **Client Experience Manager**, you will require: - A passion for work with clients in a service driven industry - Excellent communication skills & people management skills - A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall - Strong organisation and time management skills - Ability to work in a fast-paced environment with a solutions-based approach - A dynamic and flexible approach, as well as the ability to work under pressure - Excellent technical knowledge and customer service skills - Ability to provide constructive feedback where required - Excellent service issue / complaint resolution skills - Contribution to business growth and service improvement This is a busy role, so it would be beneficial if you have worked on multiple products at one time and are from a Professional Services /Shared Services high volume background. In return, the business offers the following employee benefits: - Profit Share Scheme - Offices Based in the heart of Manchester - 25 Holidays + Bank Holidays (Increases with service) - Day off on your Birthday - PerkBox Discounts - Christmas Bonus after 3 years - Social Events Throughout Year - Contributory Pension Scheme - Private Health Insurance after 5 years **P968283LSR** **INDIRE

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