Posted: 18 June
The role
We are currently recruiting for a Customer Experience Manager to join our team in Langley.
OVERALL PURPOSE OF ROLE
To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.
Responsibilities/Accountabilities:
To develop, manage and delight internal and external customer relationships with new and existing customers.Ensuring contract delivery is, at a minimum, in accordance with Group and client requirementsManaging correspondence from clients and customers in a timely professional mannerBeing the ‘back stop’ point of contact for escalated queries from clients and customersProactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfactionDeveloping and enhancing lines of communication in accordance with client and customer needsPromoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awarenessEnsuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo’s Core ValuesProviding support and advice on procedural and technical mattersPlanning, allocating and evaluating team and individual workload to resourcesPutting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.Providing a working environment where people feel valued and listened to understanding your teams requirements to succeedProactively promoting engagement between your staff and the communityEffective One to Ones and PDPsCreating and delivering on learning opportunities for your people through effective talent management and career and succession planning.Promoting and encouraging information and knowledge sharing between team membersGiving your people the tools they need and allowing them to make decisions aligned with their responsibilitiesSharing best practice information through all people within your Account parametersDemonstrating to your teams that you are their example of how the Cardo core values should be livedSkills & Experience:
Customer-Centric MindsetCommunication skillsData Analysis & InsightsConflict resolution and problem solvingTeam Leadership & Collaboration
