Customer Experience Manager

Job Title: Customer Experience Manager

Location: Chester

Salary: £40,000 per annum

Job Type: Full time, Permanent

Working Hours: The hours of work are Monday-Friday 8:30am-4:30pm

Are you interested in a career with WSA?

Due to continued growth at our Chester office, we have an exciting opportunity of Customer Experience Manager within our Customer Experience team.

WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years' experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.

Key Responsibilities:

1. Empower the team to exceed customer expectations
2. Take full ownership and responsibility of the Service Operating Model, where level 1 support handles initial interactions with escalation to level 2 technical support as needed
3. Managing a complex product portfolio
4. Ensuring team members are cross trained across all brands, enabling them to engage with customers confidently and competently on a wide range of products
5. Oversee the Quality Assurance team, driving improvements through call models and quality audits, while providing constructive feedback to team members
6. Setting and driving departmental KPIs, including productivity targets, and aligning team goals with the company's ambition to become an industry leader
7. Collaborate closely with the wider management team to support business growth and profitability
8. Liaise with our European Distribution Centre to ensure order fulfilment meets high standards, working on process improvements
9. Identifying more efficient ways of working
10. Work with key stakeholders to drive change and develop strategic customer solutions based on feedback
11. Handling complex customer complaints and escalations
12. Utilising ERP and CRM systems to deliver optimal service
13. Create and maintain local process flows, including work instructions and standard operating procedures
14. Collaborate with the global team to implement new initiatives in the UK market
15. As a key member of the management team, you will ensure readiness for new product launches, providing the customer service team with product knowledge, system training, and setup
16. Analyse customer feedback, to implement improvements and communicate these changes effectively to ensure continued customer satisfaction
17. Act as part of the quality improvement team, using customer feedback to identify trends and implement improvements

About you:

Essential Experience:

1. Previous experience managing in a call centre environment handling a multi brand approach
2. Experience of change management and a continuous improvement culture
3. Experience of coaching, providing feedback and delivering difficult messages
4. Ability to manage multiple teams and workstreams
5. Experience of setting targets and KPI's to drive profitability and growth
6. Capability to carry out data analysis to predict workflows and adapt accordingly based on demand
7. Manage complaint handling, resolving complex customer queries
8. Analyzing of customer feedback and implement improvements
9. Use of CRM including data analysis and BI reporting
10. Ability to build strong working relationships with key stakeholders in the global team with the ability to influence
11. Working as part of a management team, leading by example focusing on driving business improvements
12. Experience of driving company core values
13. Working with a Global Quality Management System to ensure regulations are adhered to

Benefits:

The Customer Experience Manager will be rewarded with a fantastic benefits package including:

1. 26 days annual leave plus bank holidays
2. Company bonus scheme
3. Contributory pension scheme
4. Life assurance
5. Free onsite parking and more

This is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.

If you have substantial experience as a customer service / call centre manager and are interested in learning more about the vacancy, we'd love to hear from you!