Customer Experience Team Manager (Remote - Must be UK Based)

Job Description

Team: Customer Experience TeamReporting to: Chief Experience Officer (CXO)Location: Fully remote (must be based in United Kingdom)We have an exciting opportunity at Peppercorn for a driven, enthusiastic and skilled Customer Experience Manager to lead our Customer Experience team and join us on our journey to revolutionise customer interactions.About the RoleThis role is focused on leading the Customer Experience team to deliver a customer-centred experience while upholding Peppercorns values and ensuring alignment with our company goals.Overview of responsibilities

• Day-to-day management of the Customer Experience Team, ensuring all of our agents have everything they need to provide an excellent service to customers.
• Workforce planning - managing staff absence levels, assessing work demand, and planning other activities while ensuring adequate cover.
• Team culture - building relationships within the team and with other departments, providing a safe and inspirational working environment, and dealing with any issues in a restorative way.
• Collating data on customer demand and how the team are working and using this to drive decision-making.
• Reporting back to the CXO and rest of the business on the customer experience and making any recommendations for change as necessary.
• Implementing and nurturing a proactive rather than reactive customer service strategy.
• Dealing with the escalation of customer complaints, ensuring that lessons learnt are fed back to the team with a view to diffusing and resolving issues effectively as they arise.
• Foster and embody a spirit of continuous improvement, coaching staff to feel empowered to make decisions and to reach their potential.
• Ensure that Peppercorns values are threaded through the work of the team, providing a consistent and easily recognisable service from the brand.
• Monitoring the service to identify training needs, gaps in service or knowledge and addressing this within the team.

About YouTo be able to do well in this role, we expect that you will have:

• Experience of leading a customer service team to create an empowered and creative working environment that nurtures and encourages outstanding performance.
• Experience of dealing with the complexities of managing a diverse and creative team.
• Created and implemented coaching and training plans that motivate and promote engagement and achievement.
• Used data to make decisions, put changes into effect, measured their impact and learnt something from doing so.
• Had experience of resource planning - day-to-day allocation of resources and longer-term recruitment plans.
• Experience of knowing when to make immediate decisions or when its more appropriate to reflect.
• The ability to stay organised and work under pressure. Comfortable working in a fast-paced environment, you can juggle multiple tasks at the same time.
• The ability to learn and become proficient at using different computer-based systems and processes taking ownership of team capabilities relating to the use of tech solutions.
• A natural desire to learn and take your own continuing professional development seriously. You are pro-active in seeking knowledge, keep up with industry news and like to discuss the latest thinking in the world of AI and customer experience.

Some additional things that may make it easier for you to do the job, but arent essential:

• Knowledge of working in financial services sector, specifically car insurance.
• Experience of working in a start-up company or newly created business channel.
• Experience and understanding of working with chatbots.
• Experience of leading a team who help customers via digital service channels - online chat, email, text, social media.

As this is a new enterprise, this is an excellent opportunity for the right person to:

• Build an empowered and self-motivated team through successful planning, hiring, onboarding, training and coaching.
• Build and role model a spirit of continuous learning and improvement that adds real value to the work and the brand.
• Be the voice of the customer to keep us focused on delivering value and an experience thats on their terms.
• Run a program that seeks, uses and responds to customer feedback.

• If you enjoy:
  • Pushing the boundaries
  • Trying new things
  • Taking the lead
  • Collaborating freely

then we would like to meet you to discuss this role!Benefits Salary: circa £38,000 per annum based on 37.5hrs per weekFlexible holidays: 30 days + bank holidays (which dont have to be taken on the bank holidays) + your birthday off.Location: Fully remote with flexible working hours option. We arrange away days throughout the year where the whole team from across the UK meet up.Pension: Supplementary pension contributions Physical and mental wellbeing support: An extensive package including PMI, 24/7 Health Support, Health Cash Plan, annual health assessment and more Death in service cover: sum paid to your nominated beneficiaryAbout PeppercornA culture focused on empowerment - The Peppercorn WayAt Peppercorn, we work with a better together approach that encourages valuable collaboration whilst still empowering the person to work autonomously to make things happen.Weve deliberately set out to do things differently. We choose to avoid expensive traditional headquarters so no time-wasting, polluting commutes. Were already seeing the benefits that a healthy work/life balance brings from home working.We strive to be a creative, high-performing team that also reflects the diversity of our customer base. We actively encourage applicants from all backgrounds and areas of work experience to do this. Our firm belief is that diversity of thought shapes betterbusiness decisions and builds a more inclusive working environment.

Keyskills :
Conflict ManagementContinuous ImprovementLeadershipResource ManagementTraining Coaching