At a Glance
- Tasks: Lead a team to enhance customer experiences and resolve service issues from the comfort of your home.
- Company: Join a leading virtual contact centre with a strong reputation in the industry.
- Benefits: Flexible working hours, competitive salary, bonuses, and discounts at high-street retailers.
- Other info: Initial training course provided, with full accommodation and meals covered.
- Why this job: Make a real difference in customer satisfaction while enjoying the freedom of remote work.
- Qualifications: 12 months of managerial experience in an inbound call centre is essential.
The predicted salary is between 45750 - 45750 € per year.
Due to expansions of our clients' current commitments, we are currently seeking customer-focused, Home Based Customer Experience Managers. Your team will be dealing with customers who have had issues with the services provided or wish to disconnect or discontinue their current services with the client.
Our client has been operating virtual contact centres for nearly 10 years in the US, where BPO or Telecommuting is vastly growing. We therefore require 3 Customer Experience Managers (CEM's) who have held managerial roles within a large scale call centre and wish to work from home on their own terms. This is a full-time role (40 hours per week), with the flexibility to choose your hours (minimum 4 hours per shift) and pick your days off, subject to approval.
We require candidates to have at least 12 months experience managing an inbound customer service campaign from within an inbound call centre in banking, utilities, telecoms, or accounts based teams. You will ideally have experience with Siebel Systems CRM software, call queue wall boards, call statistics reporting, AS400 systems, and ensuring clients' KPIs and SLAs are met without lacking in quality. Having some telecommuting experience would be ideal, however this is not a pre-requisite.
To be eligible, you must own a PC with a working DVD drive (either laptop or desktop), with access to an Ethernet (wired) internet service (our client does not support Wi-Fi or mobile broadband), a landline telephone (mobile phones are not supported), and a quiet room to undertake your duties. You must also have the right to work full time and remain in the UK indefinitely.
No call charges to your telephone! Noise level, line quality, and line feature tests will be undertaken, along with a question/answer interview based assessment. Our clients will provide a free headset telephone system, custom work operating system, email system, and discounts off various high-street retailers while under their employment.
You must also have a 5-year checkable work or back to education history, be CRB clear, and be able to complete a credit reference check to the client's satisfaction. Any CCJs, bankruptcies, or defaults within the last 6 years will not necessarily bar you from employment, however some types will.
Remuneration is negotiable and dependent on experience, with a total OTE package of up to £45,750 P/A, including team commissions, yearly bonus, other incentives, and a team budget for prizes and awards for top performers and outstanding achievers.
Although this role is home based, there will be an initial residential course lasting 14 days based in Basingstoke. A fully prepaid accommodation, food, and company car package is available for the residential course, so you can meet middle management, directors, and receive full training on all client processes and systems they use.
Please note, due to strict eligibility criteria and increasing numbers of applying candidates, if you do not outline your experience, skills, and why you meet the criteria, your application will not proceed to the next stage!
Customer Experience Manager. employer: Sussex Web Recruitment
As a Home Based Customer Experience Manager, you will join a forward-thinking company that values flexibility and employee well-being. With the opportunity to work from home on your own terms, you will benefit from a supportive work culture that prioritises professional growth, offering comprehensive training and incentives for top performers. Enjoy a competitive OTE package, discounts at high-street retailers, and the chance to connect with leadership during an initial residential course in Basingstoke, making this an excellent opportunity for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager.
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer experience management. Think about your past experiences and how they align with the role, especially your managerial skills in a call centre environment.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you, which can give your application a boost!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about the opportunity and ready to take the next step in your career.
We think you need these skills to ace Customer Experience Manager.
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your relevant experience managing inbound customer service campaigns. We want to see how your background fits with the role, so don’t hold back on those details!
Tailor Your Application:Take a moment to customise your application for this specific role. Use keywords from the job description to show us you understand what we’re looking for and how you can meet those needs.
Be Clear and Concise:When outlining your skills and experience, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about why you’re the perfect fit for the Customer Experience Manager position.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re in the running for this exciting opportunity.
How to prepare for a job interview at Sussex Web Recruitment
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service management experience, especially from a call centre environment. Be ready to discuss specific examples of how you've handled customer issues and improved service quality in the past.
✨Familiarise Yourself with Relevant Tools
Since the role requires knowledge of CRM software like Siebel Systems and call statistics reporting, it’s a good idea to get comfortable with these tools. If you have experience with them, prepare to share how you used them to meet KPIs and SLAs.
✨Prepare for the Technical Setup
Ensure your home office meets the requirements outlined in the job description. Test your internet connection, phone line, and quiet space before the interview. This shows you're serious about the role and ready to work from home.
✨Show Your Flexibility
Highlight your ability to adapt to changing business needs, especially regarding peak hours. Discuss any previous experiences where you had to adjust your schedule or manage a team during busy times to ensure customer satisfaction.
