Customer Experience Performance Improvement Manager

Michael Page (UK); Bradford; Hybrid; GBP 75,000 - 77,000; Full time

Job summary

An established industry player is seeking a Customer Experience Performance Improvement Manager to enhance the customer journey across its operations. This exciting role involves developing strategies for continuous improvement and working closely with various teams to ensure performance expectations are met. The successful candidate will leverage their analytical skills to drive performance improvements and foster a culture of excellence within the contact centre. With a hybrid work model and a competitive salary package, this opportunity is perfect for a passionate leader dedicated to delivering exceptional customer service.

Benefits

Company Car or Car Allowance

Private Medical Insurance

Up to 12% Employer Contribution Pension

x4 Life Assurance

25 Days Holiday Plus Bank Holidays

Up to 15% Bonus

Qualifications

• Experience leading a dynamic team in a Contact Centre or Customer Service setting.
• Strong analytical skills with a focus on data-driven insights.

Responsibilities

• Develop strategies for improving the end-to-end customer journey.
• Lead and inspire teams through change management and process improvement.

Skills

Team Leadership in Contact Centre

Analytical Skills

Process Improvement

KPI Management

Planning and Scheduling

Customer Service Excellence

Job description

• Customer Experience Performance Improvement Manager
• CX & Contact Centre Focused

About Our Client

Page Group are delighted to be partnering with a key client on the appointment of a Contact Centre Performance Improvement Manager to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations

Job Description

• Develop strategies to continuously improve and develop the end to end customer journey
• Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations
• Ensure consistency and compliance of service across the Contact Centre and wider operations
• Create a culture of continuous improvement across the contact centre and cx functions
• Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change
• Create, refine and adapt improvement plans on a continual basis
• Be a subject matter expert for change and process improvement across the business area
• Lead, motivate and inspire operational leaders through change management and process improvement cycles

The Successful Applicant

• Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting
• Strong analytic approach - turning data into insights
• Proven record in Process / Continuous Improvement
• KPI Management within a Contact Centre environment
• Strong knowledge of planning and scheduling
• Passionate about delivering excellent customer service

What's on Offer

This is an exciting opportunity to join a leading business as Customer Experience Performance Improvement Manager.

The role will be hybrid - 2/3 days on site

Based In the Leeds / Bradford Area, the role offers:

• Salary of £75,000 - £77,000
• Company Care or Car Allowance
• Up to 15% Bonus
• Private Medical Insurance
• Up to 12% Employer contribution pension
• x4 Life Assurance
• 25 days holiday plus Bank Holidays

The successful candidate will be based within a 1 hour commute due to business needs