Customer Experience Manager

Office Angels; Chelmsford; On-site; GBP 30,000 - 45,000; Full time

Job summary

A dynamic professional services business in Chelmsford is seeking a Customer Service Manager. The role involves enhancing client experiences, managing service levels, and collaborating with teams. Candidates should have experience in customer experience management and possess strong communication skills. Join a vibrant team dedicated to excellence and making a real impact in client relations.

Benefits

Commute support from Chelmsford train station

Collaboration and support culture

Commitment to development and advancement opportunities

Support for team's well-being

Qualifications

• Previous experience in customer experience management, preferably in a professional services environment.
• Outstanding verbal and written communication skills.
• Strong ability to analyse data and translate it into actionable insights.
• Proactive approach to identifying challenges and implementing solutions.
• Enthusiastic collaborator who enjoys working with diverse individuals.

Responsibilities

• Main point of contact for resolving client issues via phone, email, and other platforms.
• Manage and respond to all online reviews in a professional manner.
• Ensure high levels of client satisfaction by identifying and resolving service issues.
• Monitor customer service levels and generate regular KPI reports.
• Promote a 'Client First' culture including training for the wider team.
• Identify trends, recommend service improvements, and implement process changes.

Skills

Client management

Verbal communication

Written communication

Data analysis

Proactive problem solving

Collaboration

Job description

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Do you have a knack for understanding client needs and turning feedback into actionable improvements? If so, this is the job for you!

About My Client:
They are a dynamic business within professional services based in Chelmsford, dedicated to providing outstanding service to their customers. The team is vibrant, professional, and ready to welcome someone who shares their commitment to excellence!

What You'll Do:
As the Customer Service Manager, you will play a pivotal role in shaping and enhancing the clients' experiences. Here's what you can expect:

• Be the main point of contact for resolving day-to-day client issues via phone, email, and other platforms.
• Manage and respond to all online reviews (e.g., Trustpilot and Google) in a professional and timely manner.
• Ensure high levels of client satisfaction by identifying and resolving service issues before escalation.
• Monitor customer service levels and generate regular KPI reports for management review.
• Promote and help embed a 'Client First' culture across the business, including providing Customer Service training and coaching to the wider team.
• Identify trends, recommend service improvements to the Operations Director and implementing process improvements where necessary.
• Maintain accurate records of client interactions and resolutions using customer service software and internal systems.
• Collaborate closely with other teams to ensure a seamless client experience.
• Support with any other duties necessary with the level of responsibility of this role as needed.

What They're Looking For:
To thrive in this role, you should have:

• Previous experience in customer experience management, preferably in a professional services environment.
• Outstanding verbal and written communication skills.
• Strong ability to analyse data and translate it into actionable insights.
• A proactive approach to identifying challenges and implementing solutions.
• An enthusiastic collaborator who enjoys working with a diverse range of individuals.

Why Join Us?

• The office is just a short walk from Chelmsford train station, making your commute a breeze!
• My client has a culture of collaboration and support meaning your ideas will be valued.
• Committed to your development and provide opportunities for advancement.
• Understand the importance of balance and they strive to support their team's well-being

Ready to Make a Difference?
If you're excited about transforming the client experience and making a real impact in a lively and professional environment, we want to hear from you!

We are an equal opportunity employer and celebrate diversity. We are committed to creating an inclusive environment for all employees.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.