At a Glance
- Tasks: Be the voice of the customer, driving positive change across the organisation.
- Company: Join a supportive and fun team in a fast-growing company.
- Benefits: Enjoy extra leave, life insurance, employee discounts, and a cycle to work scheme.
- Other info: Opportunity for personal growth and development in a dynamic environment.
- Why this job: Make a real impact by improving customer experiences and collaborating with diverse teams.
- Qualifications: Strong communication skills and experience in managing complex situations.
The predicted salary is between 45000 - 55000 £ per year.
Department: Customer Operations
Reports To: Director of Customer Experience
Location: Normanton
Hours: 40 hours per week 8am-5pm
Role Purpose
To be the "voice of the customer" (VOTC), capturing feedback from both internal and external customers, sharing this feedback across the business and using the insight to drive positive change for our customer base across the Group.
Key Responsibilities
- Represent the customer across the organisation, ensuring business decisions and business direction is considered from the viewpoint of our customers.
- Capture customer insight through all channels, simplify and distil the inputs and summarise relevant output for cascade across the business.
- Oversee our Net Promotor Score (NPS), Customer Care Score (CCS) programs and wider Customer Survey strategy.
- Monthly reporting of our internal Customer Metrics, ensuring ongoing relevancy of the metrics we track, timeliness of release and accuracy of reporting.
- Collating relevant content and chairing our monthly Customer Experience call.
- Creating a wider awareness and understanding of customer feedback themes and trends through the use of multiple communication channels appropriate to the audience.
- Collaborate cross functionally to identify and then embed the necessary corrective action that drives positive change for our customers.
- Project Management support for relevant customer improvement projects.
- Mapping of key customer facing processes, identifying opportunities for improvement or efficiency.
- Line management for a small team of people.
Skills & Experience Required
- Excellent spoken and written communication skills.
- The ability to positively influence colleagues and support change.
- Confidence in dealing directly with customers and managing complex situations.
- Strong attention to detail and data accuracy.
- Confidence in handling and interpreting large or complex data sets.
- Ability to analyse and simplify operational data, identify root causes and implement improvements.
- Organisational skills to manage multiple tasks concurrently.
- Line management and people development.
- IT proficiency - Microsoft packages, with Syrinx experience desirable.
- Prior Operational exposure and experience desirable.
Behaviours
- Customer focused and solution driven.
- Positive and energetic personality.
- Natural collaborator across departments to achieve shared outcomes.
- Encourages accountability, ownership and professional standards.
- Calm under pressure with an ability to manage multiple tasks concurrently.
Why you'll love working here:
- Extra leave (Birthday) - because everyone needs a break!
- Life insurance
- Employee discounts and store perks
- Cycle to work scheme
- Referral programme
- On-site parking (and yes, it's free!)
- Supportive, fun, and fast-growing team
If you love keeping things running smoothly, solving problems on the fly, and being part of a dynamic team - we want to hear from you!
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Group Customer Experience Manager employer: Kelling Group Limited
Kelling Group Limited is an exceptional employer that prioritises safety and performance while fostering a supportive work culture. As a Depot Operations Leader, you will have the opportunity to lead a dedicated team, drive continuous improvement, and achieve financial targets in a dynamic environment. With a strong focus on employee growth and development, Kelling Group offers a rewarding career path for those looking to make a meaningful impact in the logistics sector.
StudySmarter Expert Advice🤫
We think this is how you could land Group Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kelling Group Limited. 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 Kelling Group Limited 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 Kelling Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Kelling Group Limited 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 Kelling Group Limited!
How to prepare for a job interview at Kelling Group Limited
✨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.
