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- Tasks: Lead customer experience initiatives and ensure top-notch service delivery.
- Company: Join MITIE, a leader in facilities management, partnering with GSK.
- Benefits: Enjoy flexible working options and a supportive team culture.
- Why this job: Be a trusted advisor, driving innovation and exceptional service for customers.
- Qualifications: Strong leadership, communication skills, and experience in customer-focused roles required.
- Other info: Willingness to travel across the UK is essential.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Experience Manager will support the Account Director and the FM team in ensuring the delivery of exceptional communication strategy, and the delivery of customer excellence in line with the Commercial Agreement and Service Level Agreement agreed between MITIE and GSK.
You will support the delivery of the contract vision and strategic plan and to ensure all operational processes and activities are delivered effectively consistently and with a one team approach across all of the designated service lines whilst creating an environment and culture where those users feel they receive “excellent customer service first time, every time”.
As the Customer Experience Manager, you will build key stakeholder relationships developing best in class, fit for purpose solutions and innovation for the customer with the vision to be recognised by the stakeholder as a “Trusted Advisor.” You will meet with stakeholders regularly to ensure performance and perception is managed and drive the defined customer focused culture and ensure all colleagues are living the purpose and principles. You will identify any gaps in the current service provision and feedback any opportunities for service improvement and enhancement to the Account Director.
Additional responsibilities include:
- Create, implement and drive the contract communication strategy.
- Deliver Hospitality Assured and maintain a high-performance culture throughout the team.
- Ensure regular governance reviews of the contract scope against processes and key deliverables.
- Deliver standard reporting packs and presentations.
To be successful in this role, you will be a strong leader with a commitment to supporting your colleagues and be passionate about exceptional customer service. You will have strong interpersonal and communication skills, both written and vocal and be flexible and proactive. In addition to the above, you will be able to work off your own initiative with minimal direction and be exceptionally organised and skilled at multi-tasking. You will have a high attention to detail with a defined approach to customer communication and relationship development and a proven track record in influencing senior stakeholders across a diverse and complex organisation.
Additional requirements include:
- Working knowledge and competent in the use of Microsoft Office software.
- Proven track record of delivering effective solutions for the customer – not just acting on what the customer wants.
- Highly developed leadership style has a good understanding of flexible motivational techniques – can provide evidence of developing self-motivated teams.
- Previous experience of operating in a role that operates across multiple service lines/disciplines.
- To be successful in this role, you must be willing to travel across the UK.
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager (Ware)
✨Tip Number 1
Familiarise yourself with the specific needs and expectations of GSK as a client. Understanding their business model and customer service philosophy will help you tailor your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of MITIE and GSK to gain insights into the company culture and the expectations for the Customer Experience Manager role. This can provide you with valuable information that can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully implemented customer service strategies in previous roles. Be ready to discuss specific situations where you improved customer satisfaction or built strong stakeholder relationships.
✨Tip Number 4
Demonstrate your leadership skills by discussing how you've motivated teams in the past. Highlight any innovative solutions you've developed that align with the goals of creating a high-performance culture and exceptional customer service.
We think you need these skills to ace Customer Experience Manager (Ware)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership. Use specific examples that demonstrate your ability to deliver exceptional customer experiences and manage stakeholder relationships.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience in developing communication strategies and driving performance.
Highlight Key Skills: In your application, emphasise your strong interpersonal and communication skills. Provide examples of how you've influenced senior stakeholders and created a culture of excellence in previous roles.
Showcase Your Initiative: Demonstrate your ability to work independently and manage multiple tasks effectively. Include instances where you've identified gaps in service provision and implemented improvements, showcasing your proactive approach.
How to prepare for a job interview at Mitie
✨Understand the Company Culture
Before your interview, take some time to research MITIE and GSK's company culture. Understanding their values and how they approach customer service will help you align your answers with what they are looking for in a Customer Experience Manager.
✨Prepare Examples of Leadership
Be ready to share specific examples of how you've led teams in the past, especially in delivering exceptional customer service. Highlight situations where you motivated your team or implemented innovative solutions that improved customer satisfaction.
✨Showcase Your Communication Skills
Since strong communication is key for this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've effectively communicated with stakeholders and managed expectations in previous roles.
✨Demonstrate Problem-Solving Abilities
Think of instances where you've identified gaps in service provision and successfully implemented improvements. Be prepared to discuss your approach to problem-solving and how it has positively impacted customer experiences.
