Customer Experience Manager - Contact Centre

Job Description:

This is an exciting opportunity to join Rendall & Rittner as a Customer Experience Manager, responsible for training, mentoring, and managing a new team.

Position: Customer Experience Manager

Location: Office Based - 340 Deansgate, Manchester, M3 4LY

Working Hours: 37.5 hours per week

Salary: Competitive and commensurate with experience

Why Join Rendall & Rittner:

• Award-winning company known for first-class property management services
• Investment in professional development with funded training programs
• Perks including savings on entertainment, travel, dining, shopping, health, and fitness
• Competitive salary and discretionary bonuses
• Health benefits including Private Medical Insurance, Life Assurance, and enhanced Maternity and Paternity leave
• 25 days of holiday plus national holidays
• Paid sabbaticals as a loyalty bonus
• Collaborative work environment emphasizing team and relationship building
• Secure future with Pension scheme
• Access to Employee Assistance Programs (EAP)

Key Responsibilities:

• Respond to and resolve customer queries promptly, including escalations, and ensure client files are updated
• Communicate effectively with customers and Customer Service Advisors both verbally and in writing
• Distribute emails from internal queueing system to appropriate team members or departments
• Log and acknowledge all enquiries using the company’s systems and portals
• Analyze data to identify trends, assess customer satisfaction, and make recommendations
• Review industry trends and share insights to develop improvement initiatives
• Develop initiatives and procedures to continually enhance customer experience and reviews
• Collaborate with Property Teams and Departments to improve service delivery
• Develop and adhere to SLAs for communication
• Maintain knowledge of company processes to address customer enquiries effectively
• Follow up promptly and appropriately with customers

How to Apply:

Interested in this opportunity? Explore Rendall & Rittner on LinkedIn or visit our website for current openings. For inquiries, contact our recruitment team at 020 7702 0701 and mention reference