Customer Experience Manager

Job Location	Croespenmaen, Crumlin
Education	Not Mentioned
Salary	30,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent , full-time

Job Description

Are you an experienced Customer Services Manager or do you have experience managing Net Promoter Scores and are looking for your next challengeWe have an exciting new opportunity to join our fast-growing organization who are instrumental in delivery on key projects for some of the largest government clients.Good IT skills, great attention to detail and a keen interest in analysing data are critical for this role. We arent necessarily looking for a long list of experience but some understanding of whats needed to work in a fast-paced Customer Experience environment!If you have initiative and drive... this could be the role for you! What you will be doing: As a Customer Experience Manager, you will be responsible for leading the customer journey and its data. The role is to handle the SSCL Business capability around Customer Experience Management reporting, analytics and running Insights meetings with clientsan turning insights into tangible action, either innovation opportunities or Continuous Improvement. Key responsibilities:

Understand business drivers and nuances of portfolio of services as they relate to relevant sector, customer, and key offers/services. Solid practical experience across a broad breadth of the Service Line
Experience in analysing and interpreting customer data, delving into customer journeys to identify difficulties, suggestions, and preferences, display strong Excel and PowerPoint skills
Experience of both developing and presenting complex, customer facing management information and compelling narratives in an engaging format to senior management, partners, and clients
Quality Assurance throughout team tasks
Creation of adhoc end user satisfaction surveys
Responsible for day-to-day team, coaching of team to deliver challenging outputs and deadlines, regular assessment of team members knowledge and wellbeing whilst maintaining own level of individual contribution

Essential Skills: You need to have:

Experience in a similar Customer Experience role
Managing data and interpreting results
Interest in analytics

It would be great if you had:

Experience of SLA reporting and Key Performance Indicators
Understanding of customer journey mapping
Qlik Sense and Discover reporting skills

If you are interested in this role but not sure if your skills and experience are exactly what were looking for, please do apply, wed love to hear from you! Full time Permanent Location NewportSecurity Clearance Level SCInternal Recruiter Soraya Salary £30,000 Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fundAlthough this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a rangeof flexible working arrangements. So, if youre interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.Loved reading about this job and want to know more about our companyThe company was established as a joint venture between the Cabinet Office and Sopra Steria Ltd, in 2013 as part of the Governments Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool;Newcastle; Newport; and York.As a trading name of Shared Services Connected Ltd, SSCL has established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance servicelevels across government and public sector.Our clients include a number of government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction IndustryTraining Board.

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