Customer Experience Coordinator - London, United Kingdom - Hanson Wade

Hanson Wade

Verified Company

London, United Kingdom

2 days ago

Posted by:

Tom O´Connor

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Description

We are looking for an enthusiastic Customer Experience Coordinator with a "can-do" attitude to join our growing Customer Delivery team here at Hanson Wade.

Hanson Wade specialises in producing and delivering conferences within the Life Science, Construction and HR industries.

The role:

Key responsibilities:

Handling multiple interactions at the same time
Identifying root causes for reoccurring issues which cause customers to contact us repeatedly and helping us solve them
Analysing and reporting on both quantitative and qualitative customer feedback
Acting as the source of truth for all customer experience data; analysing findings, sharing key insights across the business as well as identifying any data gaps or future opportunities
Monitor the key customer experience KPIs that cover all aspects of our customer interactions, throughout their lifetime, to quickly identify and highlight disrupted customer experiences
Manage the prioritisation of customer experience enhancement by using CX data to determine where we should focus our efforts. Work with key stakeholders to communicate this prioritisation and to manage the priority queue where resource conflicts exist
Coordinate with technology and other teams responsible for delivering these changes, ensuring that communication is effective between teams on priorities, progress and issues
Encourage problemsolving, design thinking, strategic thinking and customerorientation across the organisation
Have experience working with customers of all different levels of seniority
Must have organisational experience at a professional level
Must have a strong passion for customer experience
Must have outstanding communication skills
Will be highly efficient and have an organised approach to your workload
Will have the ability to work well under pressure and deal with high work volumes
Will be able to adapt and change priorities according to immediate business needs
Have exceptional written and spoken English
Have a higher education degree from a university or similar

£24,000 + Bonus