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For Companies At a Glance
- Tasks: Lead the customer journey and enhance service delivery in a remote role with national travel.
- Company: Join a dynamic company focused on improving customer experiences across the UK.
- Benefits: Enjoy a competitive salary, pension scheme, health plans, discounts, and generous leave.
- Why this job: Make a real impact by shaping processes and enhancing customer satisfaction in a collaborative environment.
- Qualifications: Strong background in Customer Experience Management and excellent communication skills required.
- Other info: Flexibility to travel across the UK is essential; apply now to join our team!
The predicted salary is between 36000 - 60000 £ per year.
As a Customer Experience Manager, you will be responsible for developing the complaints service provided to customers. With the support of an Analyst, you will be designing and implementing improvements, shaping processes across the department to improve service levels and working with key stakeholders across the business.
Benefits
Not only does this role offer a competitive salary, but it also offers a range of other benefits, including: a pension scheme, health and well-being plans, discounted products and services, counselling, family-friendly arrangements, tax efficient benefits and generous annual leave.
Responsibilities
- Leading on the customer journey for the complaints department, ensuring the delivery of a consistently excellent service.
- Monitoring the input, creation and mapping of all customer touch points.
- Designing, specifying and reviewing all processes.
- Bringing departmental data to life, designing and implementing solutions to improve processes and services for customers.
- Delivering workshops to key business areas.
- Building strong relationships with key stakeholders across the business nationally at all levels to include C suite.
Required Skills & Experience
- A strong Customer Experience Management background.
- The gravitas to liaise with and persuade senior stakeholders across the business.
- Lean Six Sigma/PRINCE 2 would be advantageous.
- Solution focussed, with the ability to re-work processes, improve metrics and service to customers.
- Excellent communication, customer service and leadership skills.
- Confidence to present to wide audiences bringing data to life.
- Previous experience analysing complaints processes would be beneficial.
- Flexibility to travel across the UK.
Next Steps
If you’re interested in becoming a Customer Experience Manager, apply today with your current CV. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
Why wait? Don’t miss out!
Customer Experience Manager employer: Brite Recruitment Ltd
Contact Detail:
Brite Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the principles of Customer Experience Management. Understanding key concepts and frameworks will help you articulate your vision for improving customer journeys during interviews.
✨Tip Number 2
Network with professionals in the field, especially those who have experience in complaints management. Engaging with them can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service in previous roles. Highlighting measurable outcomes will demonstrate your ability to drive results effectively.
✨Tip Number 4
Research StudySmarter's current customer experience initiatives. Being knowledgeable about our projects will show your genuine interest in the role and help you align your ideas with our goals.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer experience management. Focus on specific achievements that demonstrate your ability to improve processes and service levels.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention how your skills align with the responsibilities of the role, particularly your experience with stakeholder engagement and process improvement.
Highlight Relevant Skills: In your application, emphasise your communication, leadership, and analytical skills. If you have experience with Lean Six Sigma or PRINCE 2, make sure to include this as it is advantageous for the role.
Showcase Your Problem-Solving Abilities: Provide examples of how you've successfully re-worked processes or improved metrics in previous roles. This will demonstrate your solution-focused mindset and ability to enhance customer service.
How to prepare for a job interview at Brite Recruitment Ltd
✨Understand the Customer Journey
Familiarise yourself with the entire customer journey, especially in relation to complaints. Be prepared to discuss how you would enhance each touchpoint and ensure a consistently excellent service.
✨Showcase Your Analytical Skills
Since the role involves analysing complaints processes, be ready to share examples of how you've used data to drive improvements in customer experience. Highlight any specific metrics you've improved in previous roles.
✨Engage with Stakeholders
Demonstrate your ability to build relationships with key stakeholders. Prepare examples of how you've successfully collaborated with senior management or cross-functional teams to implement changes.
✨Prepare for Presentations
As the role requires presenting to wide audiences, practice articulating your ideas clearly and confidently. Use data visualisations to bring your points to life and engage your audience effectively.
