Role: Customer Experience Manager / Customer Service Manager
Location: Hemel Hempstead
Salary: £42k to £45k per annum
Perm / Full time office
We are currently recruiting for a Customer Experience Manager to join our team in Hemel Hempstead.
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 requirements
Managing correspondence from clients and customers in a timely professional manner
Being the ‘back stop’ point of contact for escalated queries from clients and customers
Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
Developing and enhancing lines of communication in accordance with client and customer needs
Promoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness
Ensuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of our core values.
Providing support and advice on procedural and technical matters
Planning, allocating and evaluating team and individual workload to resources
Putting 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 succeed
Proactively promoting engagement between your staff and the community
Effective One to Ones and PDPs
Creating 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 members
Giving your people the tools they need and allowing them to make decisions aligned with their responsibilities
Sharing best practice information through all people within your Account parameters
Skills & Experience:
Social housing experience in essential
Customer-Centric Mindset
Communication skills
Data Analysis & Insights
Conflict resolution and problem solving
Team Leadership & Collaboration
Apply with your updated CV or call Leah Seber at Build Recruitment
Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer