Customer Experience Manager
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| Job Type | Permanent Full Time |
| Location | Manchester |
| Area | Greater Manchester, UK |
| Sector | Customer Service |
| Salary | £35,000 to £40,000 |
| Start Date | |
| Advertiser | Kim Williams |
| Telephone | 01372818299 |
| Job Ref | KW 13417 |
- Description
- Customer Experience Manager
Location: Manchester M8 postcode
Hours: Monday - Friday: 9:30am-6:00pm
Contract: Full time and permanent, 5 days a week, office based
Overview:
We’re looking for a Customer Experience Manager, to join an established telecoms company at their expanding Manchester office.
You’ll be someone looking forward to managing and overseeing the activities of a team of 7 currently. Supporting their personal developments, but also guiding them to meet and exceed customer expectations, performance, and how as a business they can best serve their customers when they need them the most.
This role reports into the Head of Group, and will work closely with other team leaders to ensure they are continually addressing and improving, where possible, the customer experience and journey - be they new to the business or valued long-term customers.
What’s needed:
We want someone who is customer obsessed.
Someone who can offer the best customer satisfaction, and who has a proven track record of launching/scaling new support platforms within businesses.
We are looking for someone who can motivate and inspire our staff at all levels, and establish the vision, goals, and objectives at all levels for the team.
You will be setting customer satisfaction targets, as well as working with the team to meet targets consistently.
Required Skills and Abilities:
Experience in operations / customer support.
Proven track record of launching/scaling new support platforms within a business.
Commercial experience operating effectively under pressure and delivering results.
Experience in leading a customer care team.
Experience in supporting staff to develop and stretch their potential.
Ensuring team plans are aligned to deliver business objectives.
Responsibilities:
Define key performance indicators (KPIs) to measure customer satisfaction and experience success.
Create detailed customer journey maps to visualize the end-to-end customer experience.
Collaborate with various departments such as support, provisioning, marketing, sales, operations, and billing to ensure a consistent and seamless customer experience.
Collect and analyse customer feedback through surveys, reviews, and other channels to identify trends and areas for improvement.
Train employees across different departments on best practices for delivering exceptional customer service.
Regularly track and report on customer experience metrics, presenting findings to leadership and recommending actionable insights.
Address customer complaints and issues promptly and effectively, resolving conflicts to maintain customer satisfaction.
Create and manage initiatives to engage customers and foster loyalty, such as loyalty programs, personalised offers, and exclusive events.
Conduct benchmarking and competitor analysis to identify areas where the company's customer experience can be improved relative to industry standards.
Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website.
Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
