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Customer Experience Manager


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Job ID:

511703

Location:

Bedford, United Kingdom 

Category:

Retail/Purchasing

Salary:

£45,000.00
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Job Views:

3034

Posted:

07.03.2016
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Job Description:

Customer Experience Manager (Contact Centre/Customer Service/Call Centre Manager Salary: £40,000 to £45,000 and attractive benefits Location: Bedford We are a prominent Bedford based manufacturing organisation whose brands are respected nationally. Due to upcoming maternity leave, we now require an experienced Customer Experience Manager (Call Centre/Customer Services/Contact Centre) who will work closely with our Director of Customer Experience and collaborate with senior business stakeholders in and around the business to ensure that systems, measures and processes are in place to support a positive customer experience. Based on stakeholder and customer feedback you will identify opportunities for new and/or improved processes that will drive accountability at all levels of the business. We invite applications from individuals who have operated previously in a senior management capacity in a business to business contact/call centre environment managing large teams of staff. Customer Experience/Contact/Call Centre Manager Oversee & manage the Customer Care, National Accounts, Telesales, Reception and International Sales Admin teams on a day to day basis. Ensure all orders are captured within their required timescales as accurately as possible, working to reduce department cost of sales recovery due to order inaccuracy. Provide a comprehensive Customer Service query process, ensuring all points of contact through the Customer Experience are recorded on the company CRM. Work closely with our 3PL provider and other suppliers to identify process improvement and achieve SLA's. Spearhead and lead the company Customer Experience, be the voice of the customer and identify ways in which we can improve our service offering Deal with escalated internal & external customer issues/complaints as per the Customer Standard, reviewing cause & effect and identifying ways of future prevention. Identify training & development needs, producing and delivering training manuals and session. Collaborate with senior business stakeholders across the business to ensure appropriate measures, systems and processes are in place that support a positive Customer Experience. Continuously review Export/HMRC compliance for Excise goods, ensuring we are complaint and close down all EMCS movements. Oversee department HR requirements such as Recruitment, Disciplinary and Performance management Continuously monitor and review staff performance, ensuring regular 121's and Performance Development Reviews are completed. Manage Department resourcing ensuring sufficient cover throughout the year during key seasonal periods/campaignsWhen applying for this role, please indicate your current salary (plus benefits package), minimum salary required, notice period and your reasons for wishing to move from your current company. Alliance Consulting is acting as an employment agency in this respect. Alliance Consulting specialise in the placement of engineers throughout the UK. By sending us your CV you are explicitly consenting to our processing of your personal data on a computer database and/or in manual files for the purpose of evaluating your application for employment. This processing will be carried out in accordance with the UK Data Protection Act 1998. By applying for this role you hereby consent to us submitting your CV to our client. If you do not wish your CV to be sent to our client then you must clearly state this to us. Equally, if there are any companies that you do not wish your CV to be sent to (for whatever reason), then please let us know of this when you apply


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Company Info

CV-Library
United Kingdom
Phone:
Web Site:

Customer Experience Manager

col-narrow-left   

Job ID:

511703

Location:

Bedford, United Kingdom 

Category:

Retail/Purchasing

Salary:

£45,000.00
col-narrow-right   

Job Views:

3034

Posted:

07.03.2016
col-wide   

Job Description:

Customer Experience Manager (Contact Centre/Customer Service/Call Centre Manager Salary: £40,000 to £45,000 and attractive benefits Location: Bedford We are a prominent Bedford based manufacturing organisation whose brands are respected nationally. Due to upcoming maternity leave, we now require an experienced Customer Experience Manager (Call Centre/Customer Services/Contact Centre) who will work closely with our Director of Customer Experience and collaborate with senior business stakeholders in and around the business to ensure that systems, measures and processes are in place to support a positive customer experience. Based on stakeholder and customer feedback you will identify opportunities for new and/or improved processes that will drive accountability at all levels of the business. We invite applications from individuals who have operated previously in a senior management capacity in a business to business contact/call centre environment managing large teams of staff. Customer Experience/Contact/Call Centre Manager Oversee & manage the Customer Care, National Accounts, Telesales, Reception and International Sales Admin teams on a day to day basis. Ensure all orders are captured within their required timescales as accurately as possible, working to reduce department cost of sales recovery due to order inaccuracy. Provide a comprehensive Customer Service query process, ensuring all points of contact through the Customer Experience are recorded on the company CRM. Work closely with our 3PL provider and other suppliers to identify process improvement and achieve SLA's. Spearhead and lead the company Customer Experience, be the voice of the customer and identify ways in which we can improve our service offering Deal with escalated internal & external customer issues/complaints as per the Customer Standard, reviewing cause & effect and identifying ways of future prevention. Identify training & development needs, producing and delivering training manuals and session. Collaborate with senior business stakeholders across the business to ensure appropriate measures, systems and processes are in place that support a positive Customer Experience. Continuously review Export/HMRC compliance for Excise goods, ensuring we are complaint and close down all EMCS movements. Oversee department HR requirements such as Recruitment, Disciplinary and Performance management Continuously monitor and review staff performance, ensuring regular 121's and Performance Development Reviews are completed. Manage Department resourcing ensuring sufficient cover throughout the year during key seasonal periods/campaignsWhen applying for this role, please indicate your current salary (plus benefits package), minimum salary required, notice period and your reasons for wishing to move from your current company. Alliance Consulting is acting as an employment agency in this respect. Alliance Consulting specialise in the placement of engineers throughout the UK. By sending us your CV you are explicitly consenting to our processing of your personal data on a computer database and/or in manual files for the purpose of evaluating your application for employment. This processing will be carried out in accordance with the UK Data Protection Act 1998. By applying for this role you hereby consent to us submitting your CV to our client. If you do not wish your CV to be sent to our client then you must clearly state this to us. Equally, if there are any companies that you do not wish your CV to be sent to (for whatever reason), then please let us know of this when you apply