Job Title: Customer Experience Manager
Location: West London
Salary: Competitive
Job type: Permanent, Full time (Monday – Friday, 8:30am – 5:30pm)
The Company is a leading independent mobile phone provider to UK businesses. They represent the B2B market on behalf of the major networks serving the SME and Corporate sectors. As a trusted support to business for almost 20 years they have consistently delivered savings up to 60% on monthly bills to their customers.
Does your kind, helpful personality make your parents proud 😉
Is it your core integrity to go to infinity and beyond for a customer?
The Company is looking for an unashamedly customer-orientated and natural supporter…
Role Overview:
To be great in this role you will be committed to delivering amazing customer service and have the ability to inspire others to delight our customers on a daily basis. With a track record of managing high performing teams in a customer focussed environment, you will:
- Have a commitment to turning customers into Company’ raving fans
- Keep the Client Support Department running in an efficient and profitable manner
- Mentor and develop the client support team, and nurture an environment where they can excel through encouragement and target-setting
- Work with teams across the organisation to understand customer pain points and identify areas for improvement
- Develop and maintain service procedures, policies and standards
- Be quick to recognise problems and proactive with coming up with resolutions
- Prioritise and maintain an orderly workflow
The ideal Candidate will have /be:
- Approachable, confident and able to build relationships with everyone
- A commitment to systemisation and strategic thinking
- Great client-facing and communication skills
- Attention to detail and a perfectionist instinct
- Prior experience in a managerial role
- Prior experience in a customer-focused service support team
- Proficiency in English
- Exceptional time management skills and ability to prioritise and meet deadlines
- Good working knowledge of Microsoft packages Desirable
- A working knowledge of the mobile phone industry and products
The Company Offers:
- 21 days holiday per year (plus Bank Holidays) Holidays that increase with length of service
- Employee referral scheme
- Cash rewards for recommending new businesses
- Incentivising bonuses, cash rewards and monthly achievement prizes
- A focus on personal and professional development
- Child care voucher scheme
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: Customer Services Executive, Customer Service Representative, Inbound Sales Advisor, Customer Support, Client Service, Customer Services, Business Support, Customer Service Consultant, Customer Service Manager, Client Services Manager, Customer Service Advisor, Customer Service Consultant and Customer Service Coordinator may also be considered for this role.
