About us:
Axis has experienced continual growth since its establishment in 1986, we’re not aiming to be the biggest service provider, however we intend to be the best. We work with some of the UK’s largest building owners, landlords & facility managers to provide strategic building repairs, planned maintenance and improvement across all property sectors.
Benefits
* Annual holiday; 22 days increases after 1 years’ service to a maximum of 5 days
* Long service awards; continuous service at key achievements are rewarded
* Perkbox; from free coffees and cinema tickets to trips away and much more
* Volunteer day; paid yearly volunteer days for a worthy cause
The Role
The Customer Experience Manager (Call Centre) role will support the Head of Customer Services to improve customer service delivery across the Repairs & Maintenance division’s Customer Service Call Centres, positively impacting on the end-to-end customer journey and customer satisfaction levels whilst always promoting the company values.
Responsibilities
Training
* Support with the review and development of all training content for Customer Service Advisors, Team Leaders and Managers
* Support with the review and development of Customer Service induction content, along with the delivery of this in the absence of the Head of Customer Services
Call Centre
* Support with the monitoring and reporting on calls and CSA performance to include average handling times, wait times and grade of service for all call centres.
* Conduct regular live monitoring to ensure the correct scripts and introductions are used, record call quality on call quality assessment forms and feed back to managers.
Complaints
* Support with monitoring and reporting on complaints in relation to call handling as per company and Client procedures, helping to ensure teams are correctly recording, reporting, and closing complaints in a timely fashion and Support with trend analysis.
Requirements:
* Experience of managing within a Customer Services environment is essential
* Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
* Experiencing of reporting and analysing trends to identify improvement opportunities is essential
* Experience of delivering training to employees at all levels, in teams and on a one-to-one basis is desirable.
* Experience of delivering business presentations to wide audiences is desirable
This list of responsibilities and requirements are not exhaustive, and some degree of flexibility is required to support the success of the department.
If this opportunity interests you we would love to hear from you, what are you waiting for!
Many faces, One Axis
We value diversity in our business and actively support and celebrate it for the benefit of our employees, clients, and community. We are proud to be an equal opportunity workplace and embrace diversity above all. If you need any accommodations during our hiring process, please let us know in your application. Our goal is to meet your needs and make the assessment process fair and transparent.
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