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| Job Location | Tovil |
| Education | Not Mentioned |
| Salary | £35,077 - £40,324 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Kent Fire & Rescue Service have an exciting opportunity for a Customer Experience Manager to work in a new team developing and implementing the organisation’s approach to customer service. You will join us on a full time, permanent basis in return for a competitive salary of £35,077 - £40,324 per annum.As our Customer Experience Manager you will gain customer insight and work with colleagues to understand and improve all the steps customers go through when interacting with Kent Fire & Rescue Service.Key responsibilities as our Customer Experience Manager:- Exploring customer experience practices across service sectors, primarily outside of fire & rescue services, to identify best practice that could be adopted by KFRS- Working with stakeholders across KFRS to identify opportunities for making improvements within KFRS- Working closely with researchers and the Engagement Team to ensure our services are evidence based and informed by customer insight- Developing the role of the customer advocates and ensuring they gain sufficient training and development to fulfil the role effectively- Working with the Organisational Development Team to build a strong customer focused culture throughout the organisation, including the most senior managers- Assisting the Customer Experience & Behaviour Change Lead in the procurement and management of external professional services to support customer experience as necessary- Developing policies and practices relating to customer experience- Direct line management of a small Customer Experience TeamWhat we’re looking for in ourCustomer Experience Manager:- A good knowledge of the principles and best practice for customer experience- An understanding of Kent & Medway Fire & Rescue Authority’s Customer and Corporate Plan- Knowledge of customer focused practices such as customer journey mapping- An understanding of stakeholder management and influencing techniques- Excellent interpersonal skills, both verbal and written, which involve the ability to communicate to a range of audiences- Stakeholder management and strong influencing skills- Ability to undertake customer focused practices such as customer journey mapping- Line management and ability to support others- Customer Service Management qualification to be gained within two years of appointmentIf you feel have the skills and experience to become one of our Customer Experience Manager please click ‘apply’ today, we’d love to hear from you!Closing Date: 11.59pm on Sunday 10 May 2020