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Customer Experience Manager

Page Personnel Secretarial & Business Support
Job LocationWakefield
EducationNot Mentioned
Salary40,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

  • Customer Experience Manager (Contact Centre)
  • Newly created role within a growing business
  • Wakefield based (4-5 days on site)
  • £40,000 - £50,000 dependent on experience
  • Lead the Contact Centre function
Client DetailsPage Group are delighted to be working exclusively with a key client within the B2B sector who are looking to appoint a new Customer Experience Manager to lead their Contact Centre in Wakefield. Our client prides themselves on the service levels providedto national B2B customers, and this role will be key to maintaining and improving this across the board, along with the implementation of new technologies and channels across their Contact CentreDescriptionKey Responsibilities
  • Manage and lead all aspects of the Customer Experience team along with management of touch-points across the customer journey
  • Lead a Contact Centre function in delivering exceptional levels of service on a consistent basis, through the implementation, creation and delivery of SLAs & KPIs
  • Provide the team with clear direction and understanding of how they can help the business achieve wider objectives
  • Be a leading and key stakeholder on the implementation of new technology and channels within the Customer Experience function
  • Constantly review process and policy to ensure they are fit for purpose, efficient and create the best customer journey possible, making changes where required to drive improvement
  • Work in collaboration with all other business areas, allowing effective communication to ensure improvements are made across the entire customer supply chain, improving CSAT & NPS score where possible
  • Take ownership of any escalated customer issue, aiming to resolve in a timely manor with minimum impact to the customer
  • Support the design and co-ordination of relevant training and development activities across the Customer Experience function
  • Ensure customer want to work with the business through building excellent and strong relationships with key customers, providing them with solutions to all of their requirements
  • Use all available data streams and MI to create and present reports based on customer experience activities
ProfileThe Successful Candidate
  • Experience leading a similar Customer Experience / Contact Centre based function
  • Strong customer focus
  • Ability to create and maintain a culture of customer excellence
  • Strong knowledge of contact centre technology & channels
  • Ability to drive performance
  • Excellent stakeholder management
Job OfferThis is a fantastic opportunity to join a national customer centric business based in the Wakefield area in the capacity of Customer Experience ManagerThe role will be based on site 4-5 days and offers a salary of £40,000 - £50,000 plus bonus potential and benefits including 25 days holiday plus bank holiday (grows over length of service), private medical insurance, life assurance, company pension, andnumerous other benefits.The company has great links via the M1 & M62 and encourages candidates across Yorkshire to apply.Please note - this role will be appointed in the New Year with interviews taking place in the first few weeks of January

Keyskills :
Customer Experience Manager

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