Job Title: Customer Experience / Operations Manager
Location: Swansea (and other office locations around the UK)
Salary: £30,000 – £40,000 depending on experience
Job type: Full time / Permanent (Monday to Friday – 9am to 5.30pm)
Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.
With regional sales and support locations across the South West, our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
We are looking for an enthusiastic, skilled and experienced Customer Experience / Operations Manager who has a proven track record to join our team to assist with overseeing customer service and the day to day operational running of the business.
You will be responsible for improving and overseeing customer service across the group as well as continually reviewing and evolving operational processes to maximise efficiencies.
This is a brand new role to Flotek and is driven from high growth and expansion within the business.
Job Responsibilities:
- Manage and guide the service teams
- Ensure that exceptional customer service is maintained at all times
- Deal with customer complaints and escalation
- Collaborate with managers and directors on customer experience strategies
- Increase customer satisfaction and customer reviews
- Play a key role in our continuous improvement approach, reviewing both positive and negative customer satisfaction to enhance our overall customer journey
- Gather customer feedback and collaborate with internal teams to drive product improvements and enhancement
- Conduct root cause analysis on customer satisfaction and provide constructive feedback to the business
- Performing HR duties such as recruiting, selecting, scheduling and disciplining employees
- Helping the company to promote high morale and communicate the companies operating policies.
- Onboard new members of staff into the business and provide full inductions
- Continually review and evolve operation processes to maximise efficiencies across the group
- The ability to engage, motivate, and foster positive relations with other managers.
- Anticipates and tracks operational risks and providing strategic solutions
- Works closely with the MD on delivering departmental and business projects.
- Oversees and reports weekly, monthly, quarterly, and annual metrics
- Supports back-office training programs, reinforcing tech and operations systems between departments to ensure consistency and quality standards are met and adhered to.
- Works closely with management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance to regulatory-based best practice.
Job Experience Required:
- A positive attitude with a can do approach to everything!
- Excellent communication skills both verbal and written
- Highly organised
- Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment
- A team player
Renumeration and Benefits:
- Staff Share Equity Scheme
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in, and have the right to work in, the UK.
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 Experience Data Analyst, Market Analyst, Customer Data Analyst, Senior Customer Insight Analyst, Customer Insight Analyst, Customer Service Analyst, Customer Billing Analyst, Customer Marketing Analyst, Customer Satisfaction Analyst, Marketing Analyst, Data Scientist, Insight Analyst, Marketing Manager, Commercial Sales Development, Commercial Business Development Manager, Commercial Development Manager, Operations Manager, Operations Coordinator, Consultancy Commercial Manager, Consultancy Operations Manager, Business Operations Manager, Client Relationship Manager, Commercial Sales Manager, Strategic Operations may be considered for this role.
