12 Month Maternity Cover Customer Experience Team Manager

MSC Industrial Supply; Wednesbury; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading industrial supply company is seeking a Customer Experience Team Manager in Wednesbury, UK. This role involves managing a high-performing team, capturing customer insights for loyalty improvement, and implementing processes to enhance customer experiences. The ideal candidate will have strong leadership skills and the ability to create solutions while fostering a supportive team environment. Enjoy benefits including autonomy in shaping the role, generous holiday, and a supportive company culture.

Benefits

25 days of holiday entitlement + Bank Holidays

Company pension scheme matched up to 10%

Life insurance (6x annual salary)

Discounted health cash plan

Private medical insurance

Qualifications

• Proven leadership skills in a Contact Centre or Customer Service environment.
• Strong interpersonal skills necessary for managing relationships.
• Ability to create solutions and adapt to change.

Responsibilities

• Manage a team within the Customer Experience function.
• Capture customer insights to improve loyalty.
• Implement new processes to enhance performance and customer experience.

Skills

Excellent leadership experience

Interpersonal skills

Problem-solving abilities

Creativity in creating solutions

High energy and enthusiasm

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over‑50s age inclusive jobs board.

When it comes to performance, skills and experience don't tell the whole story. They only tell us what to do in known, predictable, and contextual situations.

We look for attributes as they tell us how you behave in all situations, particularly unknown, challenging, or stressful ones when you can't apply your learnt skills.

We have big ambitions, and we need people who work here to have big ambitions too.

To achieve our growth plans we need talented and driven people who are curious and comfortable with uncertainty and step outside their comfort zone to learn and try new things.

If you're the kind of person who rolls up your sleeves and gets stuck in, we want to hear from you!

Watch HERE to find out what it takes to be successful and build a better career at MSC.

Requisition ID : 19593

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Wednesbury, UK

Potential Work Location : United Kingdom : England : Wednesbury || United Kingdom : England : West Midlands

12 month Maternity Cover Customer Experience Team Manager

The people who make the best decisions are always those closest to the customer and as a leader of this team, you will inspire, engage, and encourage the team for great things. Our customers are at the heart of our business and as a Customer Experience Team Manager of one of our important customer‑facing teams, you will also be at the center of the design and implementation of how we go forward as a business.

Are you looking to take your career to the next level? When you join MSC we offer you more than just a job, we provide the opportunity to grow and develop, helping you build your career. Great businesses need great people - that's where you come in!

What's in it for you?

• With MSC you'll have the autonomy to shape your role and develop your career with us. We believe in continuous growth, which is why you will have constant access to coaching, mentoring and an environment where personal and professional development and success are celebrated.
• Love discounts? You'll love it even more with our discounts and rewards site, which covers all the most popular brands. Whether it's a breakaway, cashback on essentials or shopping for a special occasion, we've got you covered.
• On top of this, we give you 25 days of holiday entitlement + Bank Holidays. A company pension scheme matched up to 10% of your annual salary. Life insurance, which is 6x annual salary, plus, a discounted health cash plan and private medical insurance to support you with whatever life throws at you.

What will you be doing?

As a Customer Experience Team Manager, you will have direct management of a team within our Customer Experience function.

Creating an environment that brings out the best in our people, rewards high performance and feels fun to be part of.

Capture customer insights that help us improve customer value and loyalty.

Identify the critical to quality data measures that evidence consistent excellent service.

Implement new business processes that drive performance, improve customer experience, or create operational efficiencies for the business.

What do you need?

Excellent leadership experience/skills preferably in a Contact Centre and/or Customer Service environment.

We trust that our people will be able to teach you role‑specific skills, but for you to truly succeed at MSC you will embody our values and these significantly important attributes; ones that MSC believes to embody talent within our business.

Connections: Your interpersonal skills; how well you manage relationships, and how rewarding you are to deal with

Thinking: The abilities you draw upon to solve problems, learn and be agile

Creativity: How adept you are at creating solutions and working with change.

Drive: Your level of ambition. The pace, energy, and enthusiasm applied to activities

Ultimately, we identify talent in people who can demonstrate our values and the behaviours required to thrive in our business. So, if you can operate effectively in a team, demonstrate customer‑centricity, and are eager to make a difference then we would love to hear from you - apply today!

Why MSC?

The journey to the best version of yourself starts with us. If you're searching for an employer that will enable you to learn, grow and make a difference, you've found it.

You will feel a sense of purpose and belonging as we allow our people to have a voice and the opportunity to make a genuine impact.

We have created a psychologically safe and inclusive environment where we treat our associates as adults and give them autonomy to make decisions, take risks and learn from mistakes.

You will be encouraged to challenge the norm, make decisions and take ownership to make changes, enabling you to significantly contribute towards our business success.

Our people‑centric culture will encourage you to continuously develop, both professionally and personally.

From our culture to our forward‑thinking leadership, you'll soon realise that you have an incredible opportunity here to be your best self.

Whether your career path is vertical or squiggly we'd love to watch you grow and reach your full potential with us.

Watch HEREto find out what it's like to work at MSC and join us as we continue to build a team of people doing their best work.

We won't just give you a job, we'll enable you to be yourself, discover opportunity, unlock your potential, and design your career.