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- Tasks: Lead customer experience initiatives and ensure top-notch service delivery.
- Company: Join MITIE, a leader in delivering exceptional services for GSK.
- Benefits: Enjoy flexible working options and a supportive team culture.
- Why this job: Be a key player in shaping customer satisfaction and driving innovation.
- Qualifications: Strong leadership, communication skills, and experience in customer-focused roles required.
- Other info: Willingness to travel across the UK is essential.
The predicted salary is between 36000 - 60000 ÂŁ per year.
The Customer Experience Manager will support the Account Director and the FM team in ensuring the delivery of exceptional communication strategy, and the delivery of customer excellence in line with the Commercial Agreement and Service Level Agreement agreed between MITIE and GSK. You will support the delivery of the contract vision and strategic plan and to ensure all operational processes and activities are delivered effectively consistently and with a one team approach across all of the designated service lines whilst creating an environment and culture where those users feel they receive “excellent customer service first time, every time”.
As the Customer Experience Manager, you will build key stakeholder relationships developing best in class, fit for purpose solutions and innovation for the customer with the vision to be recognised by the stakeholder as a “Trusted Advisor.” You will meet with stakeholders regularly to ensure performance and perception is managed and drive the defined customer focused culture and ensure all colleagues are living the purpose and principles. You will identify any gaps in the current service provision and feedback any opportunities for service improvement and enhancement to the Account Director.
Additional responsibilities include:
- Create, implement and drive the contract communication strategy.
- Deliver Hospitality Assured and maintain a high-performance culture throughout the team.
- Ensure regular governance reviews of the contract scope against processes and key deliverables.
- Deliver standard reporting packs and presentations.
To be successful in this role, you will be a strong leader with a commitment to supporting your colleagues and be passionate about exceptional customer service. You will have strong interpersonal and communication skills, both written and vocal and be flexible and proactive. In addition to the above, you will be able to work off your own initiative with minimal direction and be exceptionally organised and skilled at multi-tasking. You will have a high attention to detail with a defined approach to customer communication and relationship development and a proven track record in influencing senior stakeholders across a diverse and complex organisation.
Additional requirements include:
- Working knowledge and competent in the use of Microsoft Office software.
- Proven track record of delivering effective solutions for the customer – not just acting on what the customer wants.
- Highly developed leadership style has a good understanding of flexible motivational techniques – can provide evidence of developing self-motivated teams.
- Previous experience of operating in a role that operates across multiple service lines/disciplines.
- To be successful in this role, you must be willing to travel across the UK.
Customer Experience Manager employer: Mitie
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the key stakeholders in the organisation. Understanding their roles and how they interact with customer experience will help you tailor your approach and build strong relationships right from the start.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully motivated teams in the past. Be ready to discuss specific techniques you've used to foster a high-performance culture, as this is crucial for the role.
✨Tip Number 3
Research the current trends in customer experience management, especially within the industry relevant to MITIE and GSK. Being knowledgeable about best practices will demonstrate your commitment to delivering exceptional service.
✨Tip Number 4
Prepare to discuss how you would identify gaps in service provision and suggest improvements. Think of specific scenarios where you've successfully implemented changes that enhanced customer satisfaction.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership. Use specific examples that demonstrate your ability to deliver exceptional customer experiences and manage stakeholder relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to excellence. Mention how your skills align with the responsibilities of the Customer Experience Manager role and provide examples of past successes.
Showcase Your Communication Skills: Since strong communication skills are essential for this role, ensure that your application is well-written and free of errors. Use clear and concise language to convey your ideas effectively.
Highlight Leadership Experience: Emphasise any previous leadership roles or experiences where you successfully motivated teams or implemented effective solutions. This will demonstrate your capability to lead and inspire others in delivering excellent customer service.
How to prepare for a job interview at Mitie
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to demonstrate your leadership style. Prepare examples of how you've motivated teams in the past and how you can apply flexible techniques to inspire your colleagues.
✨Emphasise Customer-Centric Solutions
Highlight your experience in delivering effective solutions that go beyond just meeting customer requests. Be ready to discuss specific instances where you've identified gaps in service and implemented improvements.
✨Prepare for Stakeholder Engagement
Since building relationships with stakeholders is key, think about how you can convey your ability to influence and manage perceptions. Prepare to share examples of successful stakeholder interactions and how you’ve acted as a 'Trusted Advisor'.
✨Demonstrate Organisational Skills
With the need for exceptional organisation and multi-tasking, be prepared to discuss how you manage your time and priorities. Share strategies or tools you use to stay organised, especially when handling multiple service lines.
