Customer Experience Manager

Summary:

The Head of Customer Experience is responsible for leading and motivating a team of customer service representatives, handling often challenging customer service situations, and improving the overall customer experience. This role demands driving performance through KPIs, nurturing our team culture and engagement, ensuring a customer-focused approach and refining processes and systems to surpass customer expectations.

What You Will Do:

• As the Customer Experience Manager, you will be working to make a progressive step change in our Customer Experience after evaluating existing customer service protocols and pinpointing areas for advancement.
• In collaboration with your team, you will devise a strategy that heightens the experience that our customers receive.
• You will establish and oversee KPIs aligning with our customer experience goals, adjusting them based on changing business demands and customer input.
• You will regularly report KPI results to stakeholders.
• Elevating team performance will be your priority. You will mentor, support, and develop the customer experience team to exceed performance benchmarks. You will ensure continuous alignment and motivation within the team by implementing regular performance reviews and training sessions.
• Fostering a positive, team-centric, and customer-focused culture will be paramount. You will champion team-building initiatives, encourage transparent communication, and cultivate shared ownership and pride.
• With a deep understanding of our customers, you will prioritise their needs and be their voice within the company. You will implement efficient systems to gather and act on customer feedback.
• Collaborating with the Customer Experience Team and other departments, you will streamline processes and incorporate innovative tools and methods to enhance customer interactions.
• Your analytical skills will be leveraged to provide detailed reports and insights on performance metrics, customer feedback, and emerging trends. Your data-driven recommendations will further our commitment to exceptional customer service.

What We Are Looking For:

• Someone who is passionate about customer satisfaction.
• Brings prior leadership and talent development experience from customer service or contact centre settings.
• Excels in team motivation and development.
• Communicates effectively, both written and verbally, across all business tiers.
• Possesses a comprehensive knowledge of customer experience best practices and stays updated on industry trends.
• Is adept with customer service technologies and CRM systems.
• Has an analytical approach, extracting actionable insights from data.
• Demonstrates strong problem-solving and decision-making abilities.
• Maintains a results-driven approach, always seeking continuous improvement.
• Thrives in dynamic environments and adapts swiftly.
• Is resilient, overcoming challenges to meet targets.
• Collaborates effectively, aligning cross-team goals.
• Can efficiently manage tight deadlines and work autonomously

Physical Requirements/Working Conditions:

• Office-based role.

Make an Application

• To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
• All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
• Avery Weigh-Tronix is an Equal Opportunities Employer.