At a Glance
- Tasks: Lead customer satisfaction initiatives and enhance customer experience with innovative solutions.
- Company: Join Mind Partners, a dynamic executive search firm with a focus on excellence.
- Benefits: Enjoy a competitive salary, bonuses, medical insurance, and generous holiday allowance.
- Other info: Opportunity to develop your skills in a supportive environment with career growth potential.
- Why this job: Make a real impact by improving customer experiences in a leading design and manufacturing company.
- Qualifications: 3-5 years in customer satisfaction or service management; knowledge of Lean methodologies is a plus.
The predicted salary is between 45000 - 55000 £ per year.
Mind Partners is an executive search firm with offices in London and Paris.
We specialise in retained headhunting for executives, senior management, and experts.
We are now partnering with ISEO UK, a leading group in the design and manufacture of locking systems and access control solutions, to recruit a Customer Satisfaction Manager based in London.
Reporting to the Market Leader, the Customer Satisfaction Manager directs and leads Customer Experience by providing proactive, productive and seamless services/solutions in line with global standards and processes.
This role is operationally responsible for Customer Resolution (application of warranty) and Customer Services (service contracts).
It ensures that the Voice of the Customer (Vo C) is integrated into the value chain to continuously improve products, systems, and services.
Develops team capabilities (skills, experience, and relevant knowledge) and manages the diversity of key areas of responsibility for products, systems, and services.
Responsibilities
- Achieve high levels of customer satisfaction at optimal costs and maintain customer relationships.
- Manage and coordinate the Customer Satisfaction Team
- Ensure timely and accurate execution in resolving warranty-related complaints and managing services in line with agreed service levels.
- Improve functional excellence of customer services and customer resolution, including market recalls, to ensure service efficiency and cost-effectiveness.
- Manage customer satisfaction function costs in line with market targets.
- Ensure timely product certification and manage certificates throughout the product lifecycle.
- Manage the local third-party network towards providing customer services.
- Develop and ensure a high level of functional capabilities of customer satisfaction employees and manage a talent pipeline.
- Manage market-level NPS for Customer Services and Customer Resolution while maintaining costs at optimal levels.
- Use LEAN to continuously improve execution efficiency and manage processes and metrics.
- Influence the value chain by bringing the voice of the customer to improve products, systems, and services and provide feedback on customer improvements.
- Build relationships with key customers, understand their specific needs, and seize commercial opportunities (contract renewal, upsell, cross-sell).
- Understand certification requirements and ensure team skills are aligned to manage certificates throughout the product lifecycle.
- Deploy global service offerings and products to the local market for implementation in your own market.
Requirements
- 3-5 years of experience in customer satisfaction, service desk management, field service management, or diagnostic tools.
- Experience in Access Control or Locksmith sectors appreciated.
- Knowledge of Lean methodologies and process improvement techniques.
- Experience with Windows, Linux, mobile systems (Android, i OS).
- Experience with the Office suite, medium to high-level knowledge of Excel.
- Basic knowledge of wireless technologies (e. g., Wi-Fi, BLE).
- On offer
- Basic salary + bonus
- Medical insurance
- Income Protection
- Pension contribution of 5% plus up to 3% additional based on your contribution
- Home broadband
- 25 paid holidays
Customer Satisfaction Manager in Slough employer: Mind Partners UK
As a leading executive search firm, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. With a focus on professional growth, we offer extensive training and development opportunities tailored to enhance your skills in product marketing. Our remote/hybrid work model provides the flexibility to balance your personal and professional life while collaborating with talented teams across EMEA, making it an ideal environment for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Satisfaction Manager in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mind Partners UK. 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 Mind Partners UK 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 Satisfaction Manager in Slough
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 Mind Partners UK:Your cover letter is your chance to shine! Tell us why you want to work at Mind Partners UK 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 Mind Partners UK!
How to prepare for a job interview at Mind Partners UK
✨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.
