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Customer Experience Manager

4 months ago

Southampton UK, Hampshire, United Kingdom Zappie Communications Ltd Full time

At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as a Customer Experience Manager. The Customer Experience Manager is responsible for overseeing all aspects of customer interactions and ensuring a positive experience throughout the customer journey. This role involves developing and implementing strategies to improve customer satisfaction, managing customer feedback systems, and leading initiatives to enhance overall customer experience. The Customer Experience Manager works collaboratively with cross-functional teams to align customer-centric objectives and drive continuous improvement in service delivery.


Perks at Zappie:

  • Performance bonuses and Profit Sharing scheme.
  • Corporate Social Responsibility programs.
  • Company incentives and events including trips abroad (Marbella, Vegas, Ibiza).
  • Excellent career progression opportunities.
  • Starbucks card & Love2Shop vouchers.
  • Refer-a-friend scheme.
  • Discounted broadband and mobile SIM plans.
  • Generous annual leave package, plus your birthday off each year.


Responsibilities:

  • Develop and implement customer service strategies to enhance overall satisfaction (NPS).
  • Maintain customer feedback to gather insights and identify areas for improvement.
  • Establish and monitor KPIs to measure and track customer satisfaction and service levels.
  • Develop and deliver training programs to equip staff with the necessary skills and knowledge to deliver excellent customer service.
  • Serve as a champion for the customer within the business, advocating for their needs and preferences.
  • Emphasise the importance of delivering excellent customer service at every point.
  • Manage incoming calls in liaison with our account management team.
  • Handle customer complaints, provide appropriate solutions and alternatives.
  • Build relationships with customers through open and interactive communication.
  • Develop service procedures, policies and standards.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.


Requirements:

  • 3 years proven experience in customer experience management or related roles.
  • Strong analytical skills with the ability to interpret customer data and insights.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
  • Demonstrated leadership abilities with a track record of driving change and continuous improvement.
  • Knowledge of customer experience best practices and methodologies.
  • Proficiency in customer feedback and survey tools.
  • Experience in project management and cross-functional collaboration.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Customer-focused mindset with a passion for delivering exceptional service.