Customer Experience Manager
Milton Keynes

About the Role

Do you live and breathe customer experience? Do you have a can-do attitude? Do you thrive off working within a Customer Centric culture? 

An exciting opportunity has arisen for an experienced Customer Experience Manager to join a growing organisation in the Milton Keynes area. 

SALARY - NEGOTIABLE DOE

The Customer ExPerience manager will look to transform customer experience through the Client Contact Centre such that the contact centre offers the best satisfaction and delivers a more friendly, professional and responsive service.

KEY RESPONSIBILITIES & ACCOUNTABILITIES:   

  • Ensure the customer experience meets and, where possible, exceeds customer requirements and is fulfilled through qualitative review of the operation and its impact on customers
  • Management and delivery of the Quality Assurance & Customer Outcome Framework, ensuring adequate assessments of Agent competency whilst the delivery of appropriate outcomes to customers.
  • Represent the Voice of the Customer into the contact centre and use customer insight data to drive customer experience improvements into the clients contact centre 
  • Represent the voice of the Company back into the client to recommend improvements to customer experience

BEHAVIOURAL COMPETENCIES:

  • Customer focused
  • Results orientated
  • Problem solving/solution focused
  • Proactive driver
  • Excellent negotiation and communication skills 

Please contact Kelly Bristow DDI: 01905 330 783

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