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Customer Experience Executive

Morgan Spencer
Job LocationLondon
EducationNot Mentioned
Salary27,500 - 29,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Experience Executive£27,500 - £29,000Central LondonAn exciting opportunity to become an integral part of a Customer Experience team within a professional membership body in London.Experience within multi-channel customer experience with strong IT skills, including knowledge of CRMs (preferably Salesforce) and LMSs (preferably Moodle) is ESSENTIALYou will be results-driven and proactive with a passion for business performance and customer experience. The Role:

  • Manage first and second line queries across a range of channels (email, webchat, phone), ensuring SLAs are achieved and delivery of a positive customer experience
  • Configure and continuously improve the Service Desk platform to ensure it meets business and customer needs
  • Manage and update the member and other relevant areas of the website, Intranet, CRM and Hubspot for memberships
  • Manage a schedule of Academy delivered training courses, including coordination and resource planning, to ensure all requirements are properly planned for and delivered in a timely manner
  • Deliver the end-to-end administrative journey from registration through to course completion for Academy-delivered virtual and physical courses
  • Be the expert on the LMS and survey platforms, providing first line resolution and working with our partners to identify solutions to resolve common queries and improve the user experience
  • Manage qualifications assessment feedback and decisions
  • Monitor feedback and problems and proactively identify solutions to enhance the customer experience and/or product, working with the Product Executive and Head of Product to implement solutions as required
  • Produce regular reports on service performance and product performance to inform decision making and help identify improvement opportunities
  • Identify process improvements and implement improvements reporting on them at the monthly CX Huddle
Skills/experience:
  • Strong experience within multi-channel customer experience
  • Salesforce or equivalent CRM (required), Service Desk e.g. Zendesk or equivalent (required), Learning Management System (Moodle or equivalent), WordPress or other CMS (desirable), Hubspot (desirable)
  • Confident and professional verbal and written communication skills in English
  • Ability to adapt communication style to customer and channel
  • Well organised, with excellent project delivery skills
  • Handling complaints
  • Journey mapping
  • Communication and listening technique
Our mission: To be the leading Executive Secretarial & Support recruitment consultancy in London, for employers and jobseekers alike. To receive regular updates of our current vacancies why not set up job alerts.EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of gender, race, colour, nationality, ethnic or national origin, disability, maritalstatus, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.CONFIDENTIALITY: All applications are dealt with in strictest confidence and will be processed in accordance with the Data Protection Act 1998 Morgan Spencer Limited, registered in England & Wales No: 4254114

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