At a Glance
- Tasks: Lead a team to enhance customer experiences and resolve complaints effectively.
- Company: A well-established organisation focused on delivering exceptional customer service.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Join a dynamic team in a fast-paced environment with growth potential.
- Why this job: Make a real difference in customer satisfaction and drive meaningful improvements.
- Qualifications: Experience in customer service leadership and strong problem-solving skills.
The predicted salary is between 37800 - 46200 £ per year.
All potential candidates should read through the following details of this job with care before making an application.
A well-established and customer-focused organisation is seeking a Customer Experience Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey. This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.
You will have full line management responsibility for the team. This includes providing clear direction, support and day-to-day leadership to create a positive, accountable and high-performing working environment. Alongside leading the team, you will take ownership of the complaints and escalation process and drive improvements across the wider customer journey.
- Leading, motivating and developing the team, setting clear expectations and creating a positive, accountable working environment
- Managing the team's day-to-day performance and ensuring consistently high standards of service
- Managing complex customer complaints and escalations from investigation through to resolution
- Identifying the root causes of complaints, recurring issues and service failures, and working with relevant departments to implement corrective actions
- Leading and continually improving the customer onboarding journey
- Managing customer feedback programmes, including NPS, CSAT and customer surveys
- Analysing customer feedback, operational information and complaints data to identify trends, risks and improvement opportunities
- Working closely with departments including Sales, Operations, Finance and Customer Service to improve handovers, billing accuracy and service delivery
- Developing and maintaining clear customer service standards, processes and guidance
- Creating and implementing call-quality measures and coaching the team on what excellent service looks like
- Producing customer insight reports and dashboards for management and senior leadership
- Tracking improvement actions, owners, deadlines and measurable outcomes
- Championing a customer-first culture and representing the voice of the customer across the wider business
You'll be an experienced customer service or customer experience leader with previous line management responsibility in a fast-paced environment. You will be confident setting high standards, managing performance and supporting a team to deliver an excellent and consistent service. Alongside your leadership experience, you'll be comfortable handling complex complaints, using customer insight to identify improvements and working collaboratively with senior stakeholders across the business.
Customer Experience Manager in Hollins employer: Hays
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Hollins
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays. 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 Hays 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!
We think you need these skills to ace Customer Experience Manager in Hollins
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 Hays:Your cover letter is your chance to shine! Tell us why you want to work at Hays 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 Hays!
How to prepare for a job interview at Hays
✨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.
