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- Tasks: Lead customer experience initiatives and ensure top-notch service delivery.
- Company: Join MITIE, a leader in facilities management, partnering with GSK.
- Benefits: Enjoy flexible working options and a supportive team culture.
- Why this job: Be a key player in enhancing customer satisfaction and building strong relationships.
- 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 £ 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 (Ware) employer: Mitie
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager (Ware)
✨Tip Number 1
Network with professionals in the customer experience field, especially those who have worked with MITIE or GSK. Attend industry events or join relevant online forums to connect with potential colleagues and gain insights into the company culture.
✨Tip Number 2
Familiarise yourself with the specific service lines mentioned in the job description. Understanding how these services operate will help you demonstrate your knowledge during interviews and show that you're ready to contribute from day one.
✨Tip Number 3
Prepare examples of how you've successfully managed stakeholder relationships in the past. Be ready to discuss specific situations where you influenced senior stakeholders and delivered exceptional customer service.
✨Tip Number 4
Research the latest trends in customer experience management and be prepared to discuss innovative solutions you could bring to the role. Showing that you're proactive about staying updated can set you apart from other candidates.
We think you need these skills to ace Customer Experience Manager (Ware)
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: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience in developing communication strategies and driving performance.
Highlight Relevant Skills: In your application, emphasise your strong interpersonal and communication skills. Provide examples of how you've influenced senior stakeholders and created a customer-focused culture in previous roles.
Showcase Your Leadership Style: Discuss your leadership style and how it has contributed to building self-motivated teams. Include specific instances where you have successfully implemented solutions that improved customer service and operational processes.
How to prepare for a job interview at Mitie
✨Showcase Your Leadership Skills
As a Customer Experience Manager, demonstrating your leadership style is crucial. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated and developed self-motivated teams to achieve exceptional customer service.
✨Understand the Company’s Vision
Familiarise yourself with MITIE and GSK's commercial agreements and service level agreements. Be ready to discuss how you can align your strategies with their vision and contribute to delivering a customer-focused culture.
✨Prepare for Stakeholder Engagement
Since building relationships with stakeholders is key, think about how you would approach these interactions. Prepare to discuss your experience in managing perceptions and performance, and how you can be seen as a 'Trusted Advisor' by stakeholders.
✨Demonstrate Problem-Solving Abilities
Be ready to identify potential gaps in service provision and suggest innovative solutions. Share specific examples from your past experiences where you identified issues and implemented effective improvements that enhanced customer satisfaction.
