Head of Customer Experience - Manchester, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An opportunity has arisen for a Head of Customer Experience to join a consumer goods business based in Manchester. The Head of Customer Experience will design and implement the Customer strategy for customers

Client Details
Our client, based in Manchester, is a market leading consumer goods business.

With a wide range of customers globally, they are looking for a Head of Customer Experience to join their team, process mapping and streamlining the customer experience to ensureservice delivery.

Description

Duties of the Head of Customer Experience:

Lead a team of customer care agents in multiple locations and set personal and team KPIs and support recruitment, training and development of the team.
Build relationships within the business and be the voice of the customer internally and ensure excellent customer journeys with increased retention and recommendation
Mentor and motivate the teams to drive personal and business success in a positive, creative and collaborative environment
Provide best in class service to our customers and maintain the 5* Trust Pilot score
Measure and report back to the business on CS team performance and customer satisfaction analysis as well as ongoing issues
Proactively optimise and automate CS processes to continually improve efficiency and effectiveness of the team and systems
Proactively communicate with customers when required to set expectations
Set the longerterm growth plans for the team to ensure the business can grow as planned whilst maintaining and improving customer experience; improving systems, automating customer responses, etc
Plan the team effectively to ensure staffing matches incoming ticket volumes
Manage budget to ensure spend remains within plan whilst ensuring service to customers does not falter.

Profile

Expert knowledge of best in class customer service, process and continuous improvement
Expert knowledge of process excellence
Excellent team management, motivation and communication skills
Extensive experience in continuous improvement and process redesign activity
Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively. Ability to decipher the bigger picture and disseminating that into tangible outcomes
5+ years experience implementing and managing CRM products (inc Zendesk)
Advanced Microsoft Office skills, such as Excel and Power BI
Experience compiling data and producing management information reports
Knowledge in general IT / computer troubleshooting and problemsolving procedures
Active listener, clear communicator, problemsolver, and flexible
Proficiency with other marketing and sales platforms and tools.

Job Offer
The salary on offer is £60k - £70k

Office based role - great offices