Customer Experience Manager - Rickmansworth, United Kingdom - Page Personnel Finance

Page Personnel Finance

Verified Company

Rickmansworth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting opportunity has arisen to join a rapidly growing leading international technology/ IT provider, who are a private equity backed company with operations in multiple countries, including the UK, Ireland, the Nordics, Benelux and Spain.

They arecurrently looking for a Customer Experience Manager to join their high performing team based in Rickmansworth on a permanent basis.

Client Details

Description
This Customer Experience Manager will encompass a range of responsibilities including but not limited to:

Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience
Overall responsibility to lead, inspire, develop and motivate Supervisors & Team Leaders to deliver a bestinclass customer experience.
Manage all aspects of the teams daytoday management and work allocation to ensure performance is in line with agreed KPIs & SLAs.
Act as an escalation point/goto person for team members
Overall responsibility of the training and development of your team including managing the Quality Assurance program.
Support colleagues with the use of inhouse tools, by providing necessary training and advice.
Carry out all tasks in an efficient, professional and courteous manner; leading by example to the Customer Service Department.
Resolve toplevel 2nd/3rd line customer escalations by liaising with various departments to obtain resolution.
Overall responsibility for recruitment, appraisal and absence management process for the team.

Profile
Customer Experience Manager experience and characteristics desired;

You should have extensive experience leading a customer services or a contact centre environment with supervisory or management experience
Working in an technology, electronic or communications production environment would be beneficial but not essential.
You should be energetic, keen to learn using your own initiative and be able to work well with others with a positive approach always.
People skills and leading from the front line should come naturally, setting the example for all others to follow.
You should have an acute attention to detail and impeccably high standards enabling you to consistently look to raise the bar to improve business practices.
You motivate by creating a performancecentric environment that provides clear focus and rewards delivery of objectives.
Above all, this role requires an individual with a passion to provide excellent service often working under pressure in a busy work environment.
Those that are successful in the role are typically capable of processing relatively complex logical concepts and/or have an interest in technology, computing or electronics.
Excellent interpersonal and communication skills both written and verbal
High level problem solving abilities
Experience of CRM systems e.g. Salesforce
Competent, intermediate user of Excel
Live locally to Northwood

Job Offer
A highly competitive salary plus generous benefits including 25 days annual leave, annual salary review and bonus scheme etc.