Customer Experience Manager

ROLE SUMMARY:
To transform customer experience through the client contact centre such that the contact centre offers the best satisfaction on the high street and delivers a more friendly, professional and responsive service than the banks to clients customers

KEY RESPONSIBILITIES & ACCOUNTABILITIES:
Ensure the customer experience meets and, where possible, exceeds customer requirements and is fulfilled through qualitative review of the operation and its impact on customers
Management and delivery of the Quality Assurance & Customer Outcome Framework, ensuring adequate assessments of Agent competency whilst the delivery of appropriate outcomes to customers.
Represent the Voice of the Customer into the contact centre and use customer insight data to drive customer experience improvements into the clients contact centre
Represent the voice of the Company back into the client to recommend improvements to customer experience

KEY WORKING RELATIONSHIPS:
• Head of Operations – up-stream manager
• Change Manager – ensure that new business requirements/implementation supports the improvement of customer experience
• Customer Experience Monitors – down-stream manager. Manage and measure value add activities to support improved customer experience
• Operations Mangers – feedback of opportunities to improve and agreement to additional customer experience monitoring activities
• The client Customer Experience Mangers – interface to feedback voice of customer from contact centre.

BEHAVIOURAL COMPETENCIES:
• Customer focused
• Results orientated
• Problem solving/solution focused
• Proactive driver
• Excellent negotiation and communication skills

Skills Required

BEHAVIOURAL COMPETENCIES:
• Customer focused
• Results orientated
• Problem solving/solution focused
• Proactive driver
• Excellent negotiation and communication skills

Rate of Pay

£35,000.00 – £45,000.00 per year

Job ID – CuExMa58647

  • Full Time
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