Customer Experience Manager

Customer Experience Manager
Job type: Permanent
Location: Carlisle
Working hours: 37.5 hours per week
Salary: £28,000 to £32,000 (Experience Dependent) 
We have an exciting opportunity for someone who lives and breathes customer service, has great coaching and developing skills across diverse teams and who wants to make a real difference to both their customer base but also their own career.
Our client is a growing telecommunications business with operations throughout the UK.
What will you be doing?
As the Customer Experience Manager your exciting goal is to lead the Customer Service and Help Desk Teams creating a high-performance team, creatively driving process improvements leading to a first class, high quality service experience for all of our Customers.
These are some of the things you’ll be working on:
  • Providing effective leadership to the Customer Service and Help Desk Teams, creating an environment where employees feel empowered, coached and developed to their full potential
  • Responsibility for the successful delivery of the customer SLA’s & KPIs
  • Developing the team to provide a ‘centre of excellence’ and knowledge bank for our clients Customer base
  • Leading and designing process improvements in close alignment with the Operations, Helpdesk and Sales Teams
  • Championing a first-class Customer experience by leading training workshops
What are we looking for?
To join our client’s team as a Customer Experience Manager, you will need:
  • A solid track record in leading Customer Service teams
  • The ability to inspire, develop and bring your team on a journey
  • A demonstrable track record of change management experience, process improvements and efficiencies
  • An abundance of fresh exciting ideas
  • A strong commercial head with a gift for strategic thinking
  • Ambition and drive are fundamental to this position
  • Experience of working within a similar industry would be advantageous
  • Experienced in the use of Microsoft suit of products and ideally InfusionSoft
What are we offering you?

In this critical role of Customer Experience Manager, you will be supported to build on your existing abilities and build a career.
In return, you will receive a highly competitive renumeration package and Pension scheme
Apply today or for more information, please call Emma or Jason on 01228 812585
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