Customer Experience Manager

An exceptional opportunity has arisen for a proficient Customer Experience Manager to spearhead the customer service department in the energy and natural resources industry. The role will be based in Leicester and will require a focus on maintaining high levels of customer satisfaction and retention.

Client Details

Our client is a reputable entity in the energy and natural resources industry. With a goal of becoming a best in class provider this business have massively invested in providing the tools for success, they have established a strong presence in the market and are focusing on their SME / B2C customer journeys. They are renowned for their commitment to sustainability and are recognised as an industry leader in the UK.

Description

This newly formed role will manage all aspects of the Customer Journey, you'll be expected every aspect of the current customers journey and plan out areas to improve both short and long term.

• Work very closely with key stakeholders across internal departments to improve a range of processes impacting customer journeys.
• Project manage improvements and hold accountability to leaders within the business.
• Change management from a Customer Service / CX specialty.
• Work to improve key measures of services NPS / Csat and internal measures such as first call resolutions, abandoned rates etc.
• Monitor and analyse customer touch points and service metrics to identify areas of improvement.
• Develop and implement customer service policies, procedures, and standards.
• Coordinate with other departments to ensure seamless customer experience.
• Resolve complex customer complaints and issues in a timely manner.
• Stay updated with the latest trends in customer service and apply them as necessary.
• This role does not hold any line management, as the role develops a team will be implemented with this role being the natural future 'Head of CX'

Profile

A successful Customer Experience Manager should have:

• A strong background in improving customer journeys, have key achievements relating to successful changes and initiatives implemented across a contact centre and beyond - this will be the key area focused on throughout the shortlisting.
• Excellent experience and examples of managing stakeholders and presenting benefits of proposed change projects.
• Proven experience in a customer service leadership, preferably in a contact centre in the energy and natural resources industry.
• Excellent influential skills.
• The role is expected on site on a weekly hybrid model - only candidates within reasonable commuting distance will be considered in the 1st round of shortlisting.
• Strong problem-solving skills and the ability to handle complex customer complaints.
• Proficiency in using customer service software and CRM tools.
• Exceptional communication and interpersonal skills.

Job Offer

• An attractive salary package within the range of £54,000 - £60,000 per annum.
• 10% Bonus based on company success
• A positive and supportive company culture that values employee contribution.
• A chance to make a significant impact in the energy and natural resources industry.
• Opportunity for professional growth and development.

If you are a driven professional seeking to make a significant impact in a leading company within the energy and natural resources industry, we encourage you to apply for this Customer Experience Manager role based in Leicester