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
Join a leading provider of accident assistance in the UK, where your driving skills and customer service expertise will be valued in a dynamic and supportive work environment near Crawley. With competitive pay, extensive training, and generous holiday allowances, this role offers not just a job but a pathway to career growth within a company that prioritises employee satisfaction and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager.
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sussex Web Recruitment. 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 Sussex Web Recruitment 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 Experience Manager.
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 Sussex Web Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Sussex Web Recruitment 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 Sussex Web Recruitment!
How to prepare for a job interview at Sussex Web Recruitment
✨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.
