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Customer Experience Manager

About the Role

An operational Customer Experience Manager to transform customer experience throughout a multi-disciplined contact centre required. You’ll work across the business building relationships at all levels and present your findings/improvements that will better the Customer Experience. 

About the Organisation:

A fast track 100 company that has truly experienced mind-blowing growth. They offer an exciting place to work and a great team environment. This position offers the opportunity to be part of a real success story.

The company have grown over the last couple of years from a handful of people, to a contact centre now close to 100FTE.

Beautiful and trendy working environment away from the commuting grind.

Main Responsibilities:

To look at processes end to end, analyse customer feedback, complaints etc and come up with resolutions to drive through the business.

  • Ensure the customer experience meets and, where possible, exceeds customer requirements.
  • Represent the ‘Voice of the Customer’ into the contact centre and use customer insight data to drive customer experience improvements into the contact centre.
  • Look at re-occuring customer complaints and look to address them
  • Analyse all data possible to identify trends and patterns, as well as reviewing online data to track consumer feedback
  • Minimise inbounds calls from complaints and positively impact service level.
  • Implement processes and roll them out through the contact centre

Required Skills and Experience:

A process driven outlook is required.

  • Experience in customer experience role and in an operational capacity
  • Experience of customer satisfaction & loyalty development
  • Contact centre management experience
  • Problem solving/solution focused - the ability to analyse processes
  • Proactive driver
  • Excellent negotiation and communication skills

On offer is a salary up to £45k and additional benefits to include 28 days’ holiday, pension, a M-Fri 9-5.30 working hours and onsite parking.

For further information please call Lauren at Cactus Search on 01905 330792.

constantly on the hunt for the best candidates