Customer Experience Manager

Office Angels; Chelmsford; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A dynamic professional services company in Chelmsford seeks a Customer Service Manager who will enhance client experiences and manage service issues effectively. The role, primarily office-based with one day of remote work, offers a competitive salary and opportunities for professional development in a supportive team environment.

Benefits

Opportunities for advancement

Supportive work culture

Work-life balance emphasis

Qualifications

• Experience in customer experience management in professional services.
• Outstanding verbal and written communication skills.
• Proactive identification of challenges with solutions.

Responsibilities

• Main point of contact for resolving client issues.
• Monitor customer service levels and generate KPI reports.
• Promote and help embed a 'Client First' culture across the business.

Skills

Communication

Analytical Skills

Problem-Solving

Collaboration

Job description

Customer Service Manager - Hybrid
£40,000 - £45,000 per annum, DOE
Chelmsford, Essex
Monday-Friday, 9am - 5pm (1 day WFH)

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.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.