Customer Experience Manager - Wakefield, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support

Verified Company

Wakefield, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Experience Manager (Contact Centre)

Newly created role within a growing business
Wakefield based (45 days on site)

- £40,000 - £50,000 dependent on experience

Lead the Contact Centre function

Client Details

Page Group are delighted to be working exclusively with a key client within the B2B sector who are looking to appoint a new Customer Experience Manager to lead their Contact Centre in Wakefield.

Our client prides themselves on the service levels providedto national B2B customers, and this role will be key to maintaining and improving this across the board, along with the implementation of new technologies and channels across their Contact Centre

Description

Key Responsibilities

Manage and lead all aspects of the Customer Experience team along with management of touchpoints across the customer journey
Lead a Contact Centre function in delivering exceptional levels of service on a consistent basis, through the implementation, creation and delivery of SLA's & KPI's
Provide the team with clear direction and understanding of how they can help the business achieve wider objectives
Be a leading and key stakeholder on the implementation of new technology and channels within the Customer Experience function
Constantly review process and policy to ensure they are fit for purpose, efficient and create the best customer journey possible, making changes where required to drive improvement
Work in collaboration with all other business areas, allowing effective communication to ensure improvements are made across the entire customer supply chain, improving CSAT & NPS score where possible
Take ownership of any escalated customer issue, aiming to resolve in a timely manor with minimum impact to the customer
Support the design and coordination of relevant training and development activities across the Customer Experience function
Ensure customer want to work with the business through building excellent and strong relationships with key customers, providing them with solutions to all of their requirements
Use all available data streams and MI to create and present reports based on customer experience activities

Profile

Experience leading a similar Customer Experience / Contact Centre based function
Strong customer focus
Ability to create and maintain a culture of customer excellence
Strong knowledge of contact centre technology & channels
Ability to drive performance
Excellent stakeholder management

Job Offer
This is a fantastic opportunity to join a national customer centric business based in the Wakefield area in the capacity of Customer Experience Manager

The role will be based on site 4-5 days and offers a salary of £40,000 - £50,000 plus bonus potential and benefits including 25 days holiday plus bank holiday (grows over length of service), private medical insurance, life assurance, company pension, andnumerous other benefits.

Please note - this role will be appointed in the New Year with interviews taking place in the first few weeks of January