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For Companies At a Glance
- Tasks: Lead customer service improvements and training in a dynamic call centre environment.
- Company: Axis is a top-notch service provider focused on strategic building repairs and maintenance since 1986.
- Benefits: Enjoy 22 days annual leave, perks like free coffees, and paid volunteer days for causes you care about.
- Why this job: Join a diverse team dedicated to enhancing customer experiences and making a real impact.
- Qualifications: Experience in customer service management and training delivery is essential; flexibility is key.
- Other info: We celebrate diversity and are committed to an inclusive hiring process.
The predicted salary is between 36000 - 60000 £ per year.
About us:
Axis has experienced continual growth since its establishment in 1986, we’re not aiming to be the biggest service provider, however we intend to be the best. We work with some of the UK’s largest building owners, landlords & facility managers to provide strategic building repairs, planned maintenance and improvement across all property sectors.
Benefits
- Annual holiday; 22 days increases after 1 years’ service to a maximum of 5 days
- Long service awards; continuous service at key achievements are rewarded
- Perkbox; from free coffees and cinema tickets to trips away and much more
- Volunteer day; paid yearly volunteer days for a worthy cause
The Role
The Customer Experience Manager (Call Centre) role will support the Head of Customer Services to improve customer service delivery across the Repairs & Maintenance division’s Customer Service Call Centres, positively impacting on the end-to-end customer journey and customer satisfaction levels whilst always promoting the company values.
Responsibilities
Training
- Support with the review and development of all training content for Customer Service Advisors, Team Leaders and Managers
- Support with the review and development of Customer Service induction content, along with the delivery of this in the absence of the Head of Customer Services
Call Centre
- Support with the monitoring and reporting on calls and CSA performance to include average handling times, wait times and grade of service for all call centres.
- Conduct regular live monitoring to ensure the correct scripts and introductions are used, record call quality on call quality assessment forms and feed back to managers.
Complaints
- Support with monitoring and reporting on complaints in relation to call handling as per company and Client procedures, helping to ensure teams are correctly recording, reporting, and closing complaints in a timely fashion and Support with trend analysis.
Requirements:
- Experience of managing within a Customer Services environment is essential
- Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
- Experiencing of reporting and analysing trends to identify improvement opportunities is essential
- Experience of delivering training to employees at all levels, in teams and on a one-to-one basis is desirable.
- Experience of delivering business presentations to wide audiences is desirable
This list of responsibilities and requirements are not exhaustive, and some degree of flexibility is required to support the success of the department.
If this opportunity interests you we would love to hear from you, what are you waiting for!
Many faces, One Axis
We value diversity in our business and actively support and celebrate it for the benefit of our employees, clients, and community. We are proud to be an equal opportunity workplace and embrace diversity above all. If you need any accommodations during our hiring process, please let us know in your application. Our goal is to meet your needs and make the assessment process fair and transparent.
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Customer Experience Manager - Stratford employer: Axis Europe
Contact Detail:
Axis Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - Stratford
✨Tip Number 1
Familiarise yourself with Axis's values and mission. Understanding their commitment to being the best service provider will help you align your responses during interviews, showcasing how your personal values match theirs.
✨Tip Number 2
Prepare specific examples from your past experience that demonstrate your ability to manage customer service teams effectively. Highlight instances where you improved customer satisfaction or streamlined processes, as these will resonate well with the role.
✨Tip Number 3
Research common trends in customer service within the repairs and maintenance sector. Being knowledgeable about industry challenges and solutions can set you apart and show your proactive approach to the role.
✨Tip Number 4
Practice your presentation skills, as delivering training and business presentations is part of the job. Consider rehearsing in front of friends or using online platforms to refine your delivery and boost your confidence.
We think you need these skills to ace Customer Experience Manager - Stratford
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Experience Manager position. Tailor your application to highlight relevant experiences that align with these aspects.
Highlight Relevant Experience: Make sure to emphasise your experience in managing customer service environments, particularly in busy settings. Use specific examples to demonstrate how you've successfully delivered outcomes under pressure.
Showcase Training Skills: Since training is a significant part of the role, include any experience you have in developing or delivering training content. Mention any specific training programmes you've implemented or contributed to in previous roles.
Express Your Passion for Customer Service: In your cover letter or personal statement, convey your enthusiasm for improving customer experiences. Discuss how you align with the company's values and your commitment to enhancing customer satisfaction.
How to prepare for a job interview at Axis Europe
✨Know the Company Values
Before your interview, make sure you understand Axis's core values and how they impact customer service. Be prepared to discuss how you can embody these values in your role as a Customer Experience Manager.
✨Showcase Your Training Experience
Since the role involves training Customer Service Advisors and Team Leaders, be ready to share specific examples of your past training experiences. Highlight any successful outcomes from your training sessions to demonstrate your effectiveness.
✨Prepare for Call Centre Scenarios
Familiarise yourself with common call centre challenges and think about how you would address them. Be prepared to discuss your approach to monitoring call quality and handling complaints, as these are key responsibilities of the role.
✨Demonstrate Analytical Skills
The role requires reporting and analysing trends to identify improvement opportunities. Prepare to discuss your experience with data analysis and how you've used it to drive improvements in customer service in previous roles.
