Group Customer Experience Manager

Kelling Group Limited; United Kingdom; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Birthday leave

Life insurance

Employee discounts

Cycle to work scheme

Referral programme

On-site parking

Supportive, fast-growing team

Job summary

Kelling Group Limited in Normanton is seeking a Customer Experience Lead who will act as the voice of the customer across the Group. You’ll capture feedback from internal and external customers and translate it into actionable improvements.

You’ll oversee NPS and CCS programs, report on customer metrics monthly, and collaborate with teams to embed corrective actions. Line management for a small team is included, with a focus on delivering a consistently excellent customer experience.

Qualifications

• Excellent spoken and written communication skills.
• Ability to positively influence colleagues and support change.
• Confidence in dealing directly with customers and managing complex situations.
• Strong attention to detail and data accuracy.
• Ability to analyse and simplify operational data, identify root causes and implement improvements.

Responsibilities

• Represent the customer across the organisation, ensuring business decisions and direction consider the customer viewpoint.
• Capture customer insight through all channels and distill outputs for cascading across the business.
• Oversee Net Promoter Score (NPS), Customer Care Score (CCS) programs and broader survey strategy.
• Monthly reporting of internal customer metrics with relevance, timeliness and accuracy.
• Collate content and chair the monthly Customer Experience call.
• Create awareness of customer feedback themes and trends through appropriate communications.
• Collaborate cross-functionally to embed corrective actions driving customer improvements.
• Provide project management support for customer improvement projects.
• Map key customer-facing processes to identify improvement opportunities.
• Line management for a small team.

Skills

Communication

Influence

Data analysis

NPS/CCS

Project management

People development

Tools

Microsoft Office

Syrinx

Job description

Department: Customer Operations
Reports To: Director of Customer Experience
Location: Normanton
Hours: 40 hours per week 8am-5pm

Role Purpose
To be the "voice of the customer" (VOTC), capturing feedback from both internal and external customers, sharing this feedback across the business and using the insight to drive positive change for our customer base across the Group.

Key Responsibilities

• Represent the customer across the organisation, ensuring business decisions and business direction is considered from the viewpoint of our customers.
• Capture customer insight through all channels, simplify and distil the inputs and summarise relevant output for cascade across the business.
• Oversee our Net Promotor Score (NPS), Customer Care Score (CCS) programs and wider Customer Survey strategy.
• Monthly reporting of our internal Customer Metrics, ensuring ongoing relevancy of the metrics we track, timeliness of release and accuracy of reporting.
• Collating relevant content and chairing our monthly Customer Experience call.
• Creating a wider awareness and understanding of customer feedback themes and trends through the use of multiple communication channels appropriate to the audience.
• Collaborate cross functionally to identify and then embed the necessary corrective action that drives positive change for our customers.
• Project Management support for relevant customer improvement projects.
• Mapping of key customer facing processes, identifying opportunities for improvement or efficiency.
• Line management for a small team of people.

Skills & Experience Required

• Excellent spoken and written communication skills.
• The ability to positively influence colleagues and support change.
• Confidence in dealing directly with customers and managing complex situations.
• Strong attention to detail and data accuracy.
• Confidence in handling and interpreting large or complex data sets.
• Ability to analyse and simplify operational data, identify root causes and implement improvements.
• Organisational skills to manage multiple tasks concurrently.
• Line management and people development.
• IT proficiency - Microsoft packages, with Syrinx experience desirable.
• Prior Operational exposure and experience desirable.

Behaviours

• Customer focused and solution driven.
• Positive and energetic personality.
• Natural collaborator across departments to achieve shared outcomes.
• Encourages accountability, ownership and professional standards.
• Calm under pressure with an ability to manage multiple tasks concurrently.

Why you'll love working here:

• Extra leave (Birthday) - because everyone needs a break!
• Life insurance
• Employee discounts and store perks
• Cycle to work scheme
• Referral programme
• On-site parking (and yes, it's free!)
• Supportive, fun, and fast-growing team

If you love keeping things running smoothly, solving problems on the fly, and being part of a dynamic team - we want to hear from you!