At a Glance
- Tasks: Lead and inspire teams to deliver exceptional customer service and resolve complaints effectively.
- Company: Dynamic organisation focused on enhancing customer experiences.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Join a collaborative culture with opportunities for growth and impact.
- Why this job: Make a real difference in customer satisfaction and drive positive change.
- Qualifications: Proven leadership skills and expertise in customer service and complaint resolution.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an experienced and customer focused Customer Experience Manager to lead our Customer Service Centre and Customer Resolution teams. You will create a high performing culture that puts customers at the heart of everything we do, ensuring enquiries, feedback and complaints are handled efficiently, professionally and with a focus on achieving the right outcome first time.
You will lead the management of the Customer Service Centre, ensuring customer contact is handled effectively across all channels and that colleagues have the support, guidance and performance focus needed to deliver a responsive and consistent service. You will also lead the management of customer complaints, including complex and escalated cases, ensuring compliance with the Housing Ombudsman Complaint Handling Code and relevant regulatory standards.
Working closely with managers and colleagues across the business, you will help resolve service issues, embed learning from complaints and Ombudsman decisions, and support the development of services that improve the customer experience. You will also oversee customer contact and feedback systems, monitor performance measures, manage supplier relationships and contribute to service planning, reporting and budget management.
As a Customer Experience Manager, you will build a positive and collaborative team culture. You will lead, motivate and develop colleagues, supporting them to deliver excellent customer service and achieve performance targets. You will use your leadership skills to coach and develop teams, encourage continuous improvement and ensure accurate record keeping and consistent service standards.
If you are an experienced people leader with strong customer service and complaint handling expertise, a passion for service improvement and the ability to influence positive change, we would like to hear from you.
Customer Experience Manager in Tewkesbury employer: CHS Group
Join us as a Customer Experience Manager and be part of a dynamic team that prioritises customer satisfaction and service excellence. Our company fosters a collaborative work culture where your leadership will inspire colleagues to achieve their best, while offering ample opportunities for professional growth and development. Located in a vibrant area, we provide a supportive environment that values innovation and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Tewkesbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CHS Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CHS Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CHS Group:Your cover letter is your chance to shine! Tell us why you want to work at CHS Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CHS Group!
How to prepare for a job interview at CHS Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
