Customer Experience Manager

Probe UK; Waingroves; On-site; GBP 35,000; Full time

Job summary

A leading home improvement firm is seeking a Customer Experience Manager for a 6-month contract role in Waingroves, UK. The ideal candidate will excel in interpersonal communication, manage customer complaints effectively, and work closely with various teams to improve customer satisfaction. Offering up to £17.94 per hour with a commitment of 37.5 hours weekly. This role requires exceptional IT skills and emotional intelligence.

Qualifications

• Demonstrable interpersonal skills and confidence in handling customer complaints.
• Strong presentation abilities and effective communication skills.

Responsibilities

• First point of contact for customer complaints and escalations.
• Work with teams to enhance response rates on reviews.
• Monitor customer journey map processes.
• Identify process issues and set standards for improvements.
• Measure and report on Customer Related Issues (CRIs).
• Conduct training and support for staff.

Skills

Excellent interpersonal and communication skills

Confident and effective presentation skills

Excellent range of IT skills

Ability to manage own workload

Competent in using the MS Office Suite

High level of emotional intelligence

Job description

This is a family business where changing people’s lives through the products that they design, manufacture and install is a daily occurrence. With 40 years experience under their belt, they are a leading provider in the UK, a market leader in Europe and have a presence in many other countries worldwide.

Customer Experience Manager Role Overview

This is initially a 6-month contract role. Up to £17.94 per hour (equivalent of a £35,000 pro‑rata annual salary). 37.5 hours per week, Monday – Friday. Commutable From : Derby, Nottingham, Leicester, Chesterfield, Sheffield.

Customer Experience Manager Candidate Requirements

The Customer Experience Manager will have demonstrable interpersonal skills and confidence to deal with difficult but vulnerable customers in a mature and helpful way, ensuring you can confidently guide and advise customers.

• Excellent interpersonal and communication skills (written, spoken and presentational).
• Confident and effective presentation skills.
• Excellent range of IT skills.
• Demonstrate confidence and the ability to manage own workload.
• Be IT literate and competent in using the MS Office Suite.
• Demonstrate a high level of emotional intelligence.
• Possess excellent communication skills.

Customer Experience Manager Key Responsibilities

• The Customer Experience Manager will be the first point of contact for all customer complaint escalations.
• Work closely with the Online Marketing and Product Assessment teams to increase the response rate on Trustpilot and Google reviews.
• Monitor and develop the external process of the customer journey map and define a process owner who will report back on CRIs and subsequent training requirements at each touchpoint, including but not limited to Inbound enquiries, Assessments, Order input, Hub dealerships and customer.
• Work closely with the Quality Manager to identify where the issues are in the process and set the required standards and improvements.
• Record, monitor, measure and report on all Customer Related Issues (CRIs).
• Offer training, support, coaching and mentoring where required.
• Carry out customer feedback calls for installations.
• Work closer with Operations and the Business Development team to provide them with their end customer feedback.
• Define a better method of measuring customer satisfaction at each step of the customer journey.
• Take the lead on training for all staff, working with the Business Development Team and their Charity partners.

Please Note: Candidates must have the right to live and work in the UK.

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