Customer Experience Manager
Full job description
Search-Select Limited
Salary: £42,000 – £48,000 per year
Call Centre Customer Experience Manager
Location: Peterborough
Salary: £42,000 – £48,000 (negotiable depending on experience) + Bonus and superb benefits
Customer Experience Manager required to work for one of the largest mid-market private companies in Britain, reaching the top 22 in 2015.
Our client delivers a high quality, low effort, service experience to customers, on behalf of some of the UK’s best known high street brands.
The customer experience manager will ensure the delivery of high quality, low effort service with a primary focus on the customer experience being delivered through highly engaged people. The Customer Experience Manager will ensure all KPI’s and SLA are maintained in a regulatory compliant environment.
Key Accountabilities:
*Identify opportunities to enhance the customer experience
*Develop and coach team coaches to deliver a high quality low effort customer experience and maximise their potential.
*Utilise available technologies and best practice to support the achievement of our goals.
*Create a culture of high engagement which includes a focus on personal development in order to ensure optimum performance.
*Achieve the key deliverables/targets in line with the agreed business plan
*Adherence to all regulatory requirements, for example the Financial Conduct Authority’s rules and principles, Data Protection Act and Money Laundering regulations. Awareness of Group policies and procedures and the regulation relevant to the role.
*Support Head of Site to deliver an operation that’s primary focus is on high quality, low effort service excellence.
*Delivery of outstanding customer service through a culture of coaching and empowerment.
The successful candidate must have a passion and drive to create an environment that focusses on the customer journey. We are looking for somebody with proven Contact Centre Management experience, experience of creating a positive environment, leading large teams and you must have a forward thinking, progressive attitude.
Our client offers a competitive basic salary and superb benefits structure. Full job description and package details are available to review.
If you have the required skills and traits for this role then apply today!
To apply for this job please visit definitejobs.co.uk.