Customer Experience Manager

Job Description

Elevation Business Support are currently recruiting for our client based in Hessle who are looking to appoint a new Customer Experience Manager.The main responsibilities of the role are to look at process improvement across the board and support the business in driving commercial excellence activities through improvement of customer facing activities, systems and processes. You will be proactive in identifying from experience where improvements can be made whether this be the customer experience, improving structures, pricing or recognising where gaps need to be filled or changes made.Key responsibilities include:-*Ensure customer first processes are in place across the business*Ensure the customer onboarding process from enquiry to in life has the least customer effort needed and is something people want to tell their friends about*Monitor and track CSAT, Complaints and compliments, performance throughout the month to address any negative trends before the month end*Ensure data administration is to standard and data entry discipline is maintained*Ensure our customer facing partners are delivering a top-class support experience for our customers through measures and regular reviews*Accountable for KPIs, for every aspect of customer experience, customer retention and churn*To improve and enhance customer satisfaction levels at every opportunity*Delivery of customer focused services, driving through the principle of exceptional customer experience in all customer interactions*Excellent leadership of a diverse team across a range of working hours*Coaching and guiding other teams and their members and influencing their processes to drive the customer experience culture*Create, manage and measure regular initiatives to enforce the customer experience culture *Measure existing processes and identify areas for improvement*Deliver measurable improvements in margin and customer retentionTo be considered for this role you will have a strong demonstratable background in leading a customer focused, cross functional team. You will be customer centric with everything you do with excellent written and verbal communication skills.Well organised Inspirational leader who is highly motivated with an exact attention to detail and good time management skills with the ability to manage and resolve conflict.Other Key Desirables include:-Excellent, in depth, B2B & B2C management experience.Troubleshooting and problem-solving skills, with the ability to multitask and prioritiseThe ability to be a brand advocate for the business and its products and servicesGood team player, with the desire to inspire and develop the teamExperience of the telecommunications industryMedia and PR experience Communication creation Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on the recruitment of talented Business Support professionals across all levels. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from y Required skills

Customer Service

Administration

Keyskills :
Customer Service Administration