SENIOR CUSTOMER EXPERIENCE MANAGER
DUNFERMLINE
SALARY £30,000 - £35,000
With locations throughout Scotland, our client is amongst the UK’s largest home improvement companies, it is a highly recognisable and established brand that is synonymous with quality. Due to continuous sales growth and an ongoing commitment towards their unique customer service philosophy, they have a new opportunity for a Senior Customer Experience Manager operating from their head office in Dunfermline.
They have recently been voted the best company in the UK in our sector by consumer champion (url removed). With an unrivalled 10 year guarantee which comes as part of their service, they have a requirement for a Senior Customer Experience Manager. You will be part of a friendly team, all responsible for managing the service for customers throughout Scotland.
Responsibilities
You will be responsible for the day-to-day management of their customer experience including:
Understanding and influencing a positive journey for our customers
Continuously evaluate the effectiveness of the customer experience from both the customer and business perspective
Effective management of all enquiries to the Head of Customer Service
Complaint resolution
Liaising with all relevant stakeholders to ensure a prompt response to any issues arising from customers, suppliers or tradespeople.
Extensive management of logistics and planning to optimise business efficiency, including achieving key targets set by the operational management team
Working with the operations management team on the development and implementation of new systems to improve efficiency and service standards.
Use customer feedback to identify initiatives which improve the overall service experience.
Managing the daily requests of our business clients and keeping them and their customers updated.
Liaising with clients to share CRM reports on performance as required.
Skills and Experience Required
Proven experience (minimum 5 years) in a customer services supervisor/management role
Excellent planning and organisation skills, with meticulous attention to detail.
Excellent problem solving and communication skills
Good knowledge of windows applications – particularly excel and word
Excellent knowledge of CRM systems
The ability to grow and maintain relationships across a variety of levels.
Being highly self-motivated, resilient and innovative
Preferably educated to HND level or above
They are looking for a proactive and resilient customer experience manager who has great interpersonal, communication and relationship skills. You will need to be an assertive, confident, and positive person with excellent operational skills. Ideally educated to degree level (not essential), candidates without formal qualifications who have relevant work experience will also be considered.
This career opportunity would be well suited to an individual looking to take the next step in their career and join one of Scotland’s household manufacturing names.
To apply to this role please contact our recruitment partner (url removed)