Customer Experience Manager
Monday to Friday - 8.30 -5pm (hybrid optional)
Salary - £37K
Manage day-to-day operations of a customer service team, ensuring high-quality service delivery and achievement of KPIs and SLAs. Lead and develop the team with a values-driven approach.
Key Responsibilities
Recruitment & Resourcing
Operational Management
Manage phone lines and email inboxes to meet SLAs.
Identify and implement process improvements.
Performance Monitoring
Track KPIs and SLAs, take corrective actions as needed.
Team Leadership
Set clear targets and objectives.
Line manage team leaders, support development and training.
Essential Requirements
Experience managing a team in a customer service environment.
Ability to produce MI to enhance performance through KPI's
Ability to prioritize tasks and solve problems independently.
Team player with a solution-focused approach.
Desirable
Experience working with vulnerable customers.
Ability to analyse data and identify trends.
Experience managing change in a fast-paced environment.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age