Overview:
Would you like to help enrich the lives of learners around the world?
At TTS we aim to give every child, every day,
a reason to love learning.
We're proud to have supplied schools and learning environments across the globe with innovative educational resources for 40 years offering over 50,000 resources, of which 6,000 are our own developed IP
Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools' and nurseries' limited budgets and ensuring years of classroom use.
TTS is part of the RM Group – a pioneer in the education technology space, and since 2004, we share a vision to improve education outcomes worldwide.
At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Visit our website to find out more:
Job Purpose
The Customer Experience Manager is responsible for overseeing and managing the overall experience of customers when interacting with the customer service teams and through insights gained from the activities conducted by the Customer Insights Executive and from the performance management of the Post Despatch Customer Service Team. Their primary goal is to ensure that customers have a positive and satisfactory experience at every touchpoint throughout their journey, being a member of and working closing with Customer Service extended leadership team to support continuous improvement activities and implementations through optimising system functionality and processes.
Customer Experience Managers play a crucial role in building and maintaining strong customer relationships. They work closely with various departments such as marketing, sales, customer support, and product development, to create a seamless and consistent customer experience.
This role will be based within the Customer Service function and will report to the Global Customer Experience Director.
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities:
Main Responsibilities
* Managing the performance of the post despatch customer service team, customer returns advisor and customer insights executive
* Supporting the customer service extended leadership team with identifying opportunities for improvement and implementation through process re-engineering or system development
* Identifying trends, sentiment, and actionable insights from qualitative and quantitative data.
* Ensuring customer voices are heard and understood by relevant stakeholders throughout the organisation.
* To attend all types of communication meetings such as business updates, team meetings and product demonstration days
* To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions
* To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered
* Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey.
* To undertake any other duties as required which are commensurate with the grading of the post
Experience:
Knowledge, Skills & Experience
* Empathy and Active Listening
* Effective Communication
* Problem-Solving and Critical Thinking
* Data Analysis and Interpretation
* Technical Proficiency
* Adaptability and Flexibility
* Patience and Resilience
* Collaboration and Teamwork
* Customer Orientation Relevant Experience
* Prior Customer-Facing Roles
* Experience with Feedback Mechanisms
* Using Customer Service Technology
What's in it for you?
At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at
Unfortunately, we are unable to offer visa sponsorship for this role.