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CUSTOMER EXPERIENCE IMPROVEMENT MANAGER
REMOTE WITH NATIONAL TRAVEL
£45-55K
As a Customer Experience Improvement Manager, you will be responsible for developing the complaints service provided to customers. With the support of an Analyst, you will be designing and implementing improvements, shaping processes across the department to improve service levels and working with key stakeholders across the business.
BENEFITS
Not only does this role offer a competitive salary, but it also offers a range of other benefits, including: a pension scheme, health and well-being plans, discounted products and services, counselling, family-friendly arrangements, tax efficient benefits and generous annual leave.
RESPONSIBILITIES
As Customer Experience Improvement Manager your key duties will include:
- Leading on the customer journey for the complaints department, ensuring the delivery of a consistently excellent service.
- Monitoring the input, creation and mapping of all customer touch points.
- Designing, specifying and reviewing all processes.
- Bringing departmental data to life, designing and implementing solutions to improve processes and services for customers.
- Delivering workshops to key business areas
- Building strong relationships with key stakeholders across the business nationally at all levels to include C suite.
REQUIRED SKILLS & EXPERIENCE
To be considered for the role of Customer Experience Improvement Manager, you must have:
- A strong Customer Experience Management background
- The gravitas to liaise with and persuade senior stakeholders across the business
- Lean Six Sigma/ PRINCE 2 would be advantageous
- Solution focussed, with the ability to re-work processes, improve metrics and service to customers.
- Excellent communication, customer service and leadership skills.
- Confidence to present to wide audiences bringing data to life
- Previous experience analysing complaints processes would be beneficial.
- Flexibility to travel across the UK.
NEXT STEPS
If you’re interested in becoming a Customer Experience Improvement Manager, apply today with your current CV. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
Why wait? Don’t miss out!
