Customer Experience Manager

England, London, West End
£34000 - £36000 per annum
01 Jul 2019
23 Jul 2019
AU010619A
Recruitment L
Customer Services
Travel & Tourism
Permanent
Full Time

A market-leading automotive company looking for a Customer Experience Manager to join their team on a permanent basis. The successful candidate will be supporting the customer experience team and reporting directly to the Service Delivery Director. You will be confident, organised and proactive.

Responsibilities:

  • Leading the customer experience team, providing motivating leadership with clear achievable objectives to maximise team and individual performance and development
  • Building internal relationships both within the United Kingdom business and across the division to share and agree best practice for the customer experience team
  • Working with colleagues across the business to share customer feedback and help to strengthen customer retention and assist with product development
  • Reviewing incident resolution and working with colleagues to enhance the process and agree and communicate remedial actions to be taken
  • Building excellent external relationships with customers, communicating sensitive or complex issues and acting as a point of escalation if required
  • Managing customer complaints and providing resolution or escalation as appropriate
  • Managing customer training, utilising LogMeIn and Webinar Tools
  • Identifying opportunities and drive continuous process improvements to enhance the customer experience
  • Providing regular monthly reports, monitoring KPI's, the team's performance and resource requirements
  • Ensuring the team is fully cross-trained and all processes are documented and saved in a shared location

Essential Skills and Experience:

  • Previous experience in a similar role is desirable
  • Expert knowledge of Microsoft Office
  • Excellent organisational skills and attention to detail
  • A minimum of two year's experience in a Customer Experience Manager position

If you feel that you fit the above criteria then please apply today by submitting your CV to us.
Please note due to the high volume of applications that we receive only successful applicants will be contacted.


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