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Customer Experience Manager

  • Full-time
  • Operations

Job Description

IMMEDIATE MANAGER OPERATIONS SUPPORT MANAGER


JOB PURPOSE


This role is a 14 month fixed-term contract.

 

The Customer Experience Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment.



MAIN ACCOUNTABILITIES

 

  • Manage the daily operations of the customer service team to meet all SLA’s.
  • Maintain the Halo CRM system, ensuring that it’s kept up to date.
  • Run weekly management reports.
  • Support the customer service team to ensure quality and productivity targets are met.
  • Assisting the team in dealing with cases.
  • Ensuring processes and procedures are followed correctly and that the team has relevant training.
  • Conduct regular 1-2-1 meetings with the team and line management to maintain focus and motivation on customer service standards and targets.
  • Resolve all customer service complaint escalations (consumers and retailers).
  • Liaise with other departments, retailers and external partners to resolve issues promptly.
  • Lead with professionalism during periods of change, displaying motivating and encouraging behaviours.
  • Utilise social media, telephony and online systems with exemplary attention to detail.
  • Review social media platforms daily with the team to ensure all customer queries are responded to.
  • Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training and all Feedback within the team.
  • Producing relevant reports.

  

KNOWLEDGE & SKILLS REQUIRED

 

  • Minimum 3 years Management experience within a similar role
  • Excellent verbal and written communication skills
  • Positive expectations of success and delivery
  • Experience leading a team to targeted KPIs
  • Empathetic
  • Decisive
  • Approachable
  • Adaptable
  • Excellent attention to detail 


CONTRACT DETAILS

  • 14 Month Fixed-Term Contract
  • Predominantly Monday to Friday, however occasional Bank Holiday cover will be required
  • Current working hours will be 8 hours, Monday to Friday (including one hour break) between 08:00am and 18:00pm