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For Companies At a Glance
- Tasks: Be the voice of the customer while managing projects and supporting the CXM team.
- Company: Join Maintel, a tech leader with a strong history and a bright future.
- Benefits: Enjoy 25-28 days of holiday, healthcare plans, and a solid pension scheme.
- Why this job: This role offers growth opportunities in a dynamic environment focused on customer satisfaction.
- Qualifications: Strong communication skills, empathy, and some project management experience are essential.
- Other info: Work from home in the UK and be part of a supportive team.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for candidates that are experienced in Customer Service roles that are looking to develop CXM Skills to join our successful Customer Support and Managed Services function.
The purpose of the role is to be the customer advocate across Project, Transition and in-Life services. Whilst representative of the Operations function, the role sits as part of the Virtual Account Team alongside the Sales Account Manager or in our larger accounts the Client Director. As well as supporting the wider CXM team with activities to develop key skills and help support the wider business function.
The Customer Experience Manager will be focused on retention, expansion and prevention of unforeseen service risks.
Vacancy Type: Permanent/Full Time
Location: Home Based – UK
Job Summary
We are looking for candidates that are experienced in Customer Service roles that are looking to develop CXM Skills to join our successful Customer Support and Managed Services function.
The purpose of the role is to be the customer advocate across Project, Transition and in-Life services. Whilst representative of the Operations function, the role sits as part of the Virtual Account Team alongside the Sales Account Manager or in our larger accounts the Client Director. As well as supporting the wider CXM team with activities to develop key skills and help support the wider business function.
The Customer Experience Manager will be focused on retention, expansion and prevention of unforeseen service risks.
Hours per week: 37.5
About Us
An exciting past, a secure future. Founded in 1991, Maintel became AIM listed in 2004. Significant organic growth continues to spearhead our success, feeding the expansion of our global footprint and additional capabilities to support the requirements of almost 7,000 customers.
Operating across four locations in the UK, our team of over 500 people has been bolstered by the acquisition of key enterprise technology providers that complement our core proposition.
Technology leaders
Maintel’s expertise encompasses unified communications, contact centre solutions, workforce optimisation, local and wide area networking and security, mobile and voice services and managed print services. By combining skills and technologies from vendor and carrier partners with the capabilities of our in-house experts, Maintel provides complete end-to-end services, delivered on-premise or in the cloud.
Benefits
25 days raising to 28 days with service (plus bank holidays) with the ability to trade holidays. Healthcare cash plan, Income protection, life assurance and Company Pension. Please see the attached Job Description for more information.
Skills
The candidate requires a complex skill set, which includes:
- Good communication abilities at all levels – written and verbal
- Ability to empathize with customer and communicate in kind
- Confident Presentation skills for various audiences both internal and external
- Maintel product portfolio knowledge
- Report Generation
- Risk identification and assessment
- Problem Solving
- Ability to work in part of a robust team
- Data cleansing activities
- Some experience of small project management
- Keen interest in self development and growth
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Customer Experience Manager employer: Maintel
Contact Detail:
Maintel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarize yourself with Maintel's product portfolio. Understanding the services and solutions they offer will not only help you in interviews but also demonstrate your genuine interest in the company.
✨Tip Number 2
Highlight your experience in customer service roles by preparing specific examples of how you've successfully managed customer relationships, resolved issues, or improved customer satisfaction in previous positions.
✨Tip Number 3
Showcase your problem-solving skills by discussing past experiences where you identified risks or challenges and implemented effective solutions. This will align well with the role's focus on retention and risk prevention.
✨Tip Number 4
Demonstrate your ability to work as part of a team by sharing examples of successful collaborations with colleagues or cross-functional teams. This is crucial for the Customer Experience Manager role within the Virtual Account Team.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your previous roles in Customer Service and any experience that showcases your ability to advocate for customers. Use specific examples that demonstrate your skills in retention, expansion, and risk prevention.
Showcase Communication Skills: Since good communication is key for this role, include examples of how you've effectively communicated with customers and team members. Mention any presentations you've delivered or reports you've generated.
Demonstrate Problem-Solving Abilities: Provide instances where you've successfully identified and resolved issues in a customer service context. This will show your potential employer that you can handle unforeseen service risks.
Express Interest in Self-Development: Mention any relevant training or courses you've taken to improve your CXM skills. This shows your commitment to personal growth and aligns with the company's focus on developing key skills within the team.
How to prepare for a job interview at Maintel
✨Showcase Your Customer Service Experience
Make sure to highlight your previous roles in customer service. Discuss specific situations where you successfully advocated for customers, as this aligns with the core purpose of the Customer Experience Manager role.
✨Demonstrate Empathy and Communication Skills
Prepare examples that showcase your ability to empathize with customers. Use scenarios where your communication skills made a difference in resolving issues or enhancing customer satisfaction.
✨Familiarize Yourself with Maintel's Product Portfolio
Research Maintel’s services and products thoroughly. Being knowledgeable about their offerings will help you answer questions confidently and demonstrate your genuine interest in the company.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of past experiences where you identified risks or solved complex issues, and be ready to discuss your thought process and outcomes.
