Customer Experience Manager in Liskeard

Overview

Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet\'s work and are supported by appropriate employment policies, procedures and good practice.

Wildanet is a thriving and growing internet provider bringing superfast and reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Wildanet, building careers from the Southwest to anywhere.

Job Title: Customer Experience Manager

Salary: £32,000 - £35,000 DOE per annum

Additional Benefits: Company Pension / Employee Assistance Programme for you and your family / Onsite Free Parking / Eyecare Vouchers / Flexi working hours / Bespoke Training & Development Plan / Spontaneous Awards / Enhanced Sick, Family leave and Statutory Leave / Flu Jabs / Employee Share Options / Death in Service Benefit / Paid leave for charity support / Complimentary tea and coffee in the office / Attractive holiday package / Free Broadband (after probation has been passed).

Location: Liskeard Office

Role Purpose: As the Customer Experience Manager and a key member of the Customer Experience team, you will play a key role in ensuring that Wildanet offers an excellent customer experience throughout the customer journey and lifecycle that anticipates and addresses our customers’ needs and eliminates the need to contact Wildanet for help and support. This role will also lead the development and execution of outbound customer engagement strategies, ensuring proactive communication, complaint resolution, and quality assurance across all customer touchpoints.

Main Responsibilities

• The Customer Experience Manager is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation, leading and managing a team of motivated, skilled and customer-focused service agents and resources within Wildanet’s Customer Experience function.
• The Wildanet Customer Experience team is responsible for the effective management of customers throughout the customer journey & lifecycle, including service activation, billing, payment recovery, termination and change management, in support of the sales process and delivering an excellent customer experience that drives customer satisfaction, increased loyalty, additional revenue and reduces churn and cost to serve.
• You will be responsible for managing a team of Customer Experience Agents and ensuring that they are meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs). To do so, you will be responsible for conducting regular 1-to-1s with team members and providing ongoing training and coaching to create a culture of continuous improvement.
• The Wildanet Customer Experience Manager provides a polite, professional, and empathetic point of customer complaint escalations.
• Outbound call monitoring and reporting for agents.
• Outbound communication oversight.
• Complaints management and resolution tracking.
• Call quality monitoring and scoring.
• Collaboration with scheduling teams and other departments where outbound engagement is required.
• Maintain accurate records of outbound activity performance and customer feedback.

Key Activities

While duties and responsibilities will vary, they typically include:

• Understand, respond to and address the needs of customers contacting Wildanet through new support channels.
• Lead and manage a team of Customer Experience Agents and oversee day-to-day operations
• Monitor team performance and ensure that KPIs and SLAs are being met.
• Act as a point of escalation for complex or challenging customer service issues, and work with team members to resolve them in a timely and effective manner.
• Continuously evaluate and improve customer service processes, resources and tools to improve the customer experience and reduce the need for customers to contact us, reducing the volume of calls
• Accountability for the delivery, improvement and optimisation of service provisioning processes, where required, in support of the customer journey.
• Create and manage customer service reports, including tracking customer feedback and satisfaction scores
• Develop and deliver ongoing training programs to ensure that team members have the skills and knowledge needed to deliver exceptional customer service.
• Conduct regular 1-to-1s with team members to provide coaching, feedback, and support.
• Collaborate with other departments, including sales, marketing, and technical support, to ensure that customer needs are being met.
• Managing timely escalations of service affecting issues and improvement opportunities to the Head of Customer Experience and Exco in the event that a risk to the company’s reputation.
• Actively reviewing and collecting data on the customer journey, to identify trends and opportunities for improvements.
• Agent coaching & development to support multi-skilling.
• Track and report on outbound call metrics including contact rate, resolution rate, and customer satisfaction.
• Ensure all outbound activities are compliant with regulatory and internal standards.
• Develop scripts and workflows for outbound engagement and complaint handling.
• Demonstrates a strong understanding of quality standards and compliance requirements. Regularly audits team performance and ensures adherence to internal and external guidelines.

Essential Person Specification

Knowledge:

• IT knowledge.
• MS office & CRM knowledge.
• Internet & social networking understanding.
• Virtual management across all areas to deliver profitable revenue.
• Knowledge of management principles.

Skills/Attributes:

• Strong retention skills.
• Excellent computer skills.
• Ability to multitask using relevant systems.
• A high level of self-motivation and ambition.
• Customer centric.
• High level of resilience.
• Ability to think creatively.
• Be proactive and create positive experiences for others.
• Ability to work independently as well as part of a Team.
• Managerial & leadership skills.
• Mentoring skills.
• Performance management skills.
• Coaching and development skills.
• Ability to drive performance remotely as well as face to face.
• Data analytic skills to understand trends.
• Strong understanding of complaint handling frameworks (e.g., root cause analysis, escalation protocols).
• Familiarity with call quality monitoring tools and scoring systems.
• Ability to work with scheduling and workforce management tools.

Experience

• Collating and analyzing data.
• Experience of creating reports and delivering outcomes to Senior Leadership Team.
• Experience of managing a large team & being accountable for team performance.

Qualifications

• 5 or more 4 – 9 (A*-C) GCSE grades.

Circumstances

• This role may involve occasional travel throughout Cornwall or Devon.
• Work with others to achieve Team targets and goals.
• Professional dress code applies.
• Weekend working will apply on a rota basis, usually a Saturday once per month. This will be compensated by a day off in the week.
• This role is a hybrid role, with a minimum of 3 days in our Head office in Liskeard 3 days per week and the flexibility to attend up to 5 days per week when the business requires.