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Customer Experience Manager

Zoek Pin Loughton, Shropshire, England


Permanent (Full time)

Posted 39 days ago

Qualis Group has an exciting opportunity for an experienced Customer Experience Manager to join our team based in Loughton. You will join us on a full time, permanent basis (40 hours per week) and in return, we are offering a competitive salary between £39,000 - £42,000 per annum. The role includes great benefits such as a discretionary performance related bonus and 25 days Annual Leave + bank holidays.

Be part of a successful team. Qualis Management provides a quality facilities management service using innovative technology and smart solutions. Customer satisfaction is pivotal to our delivery and we are committed to finding environmentally responsible ways to work.

The Customer Experience Manager role:

We are looking for a Customer Experience Manager to lead our call centre and repairs planning function. The successful person will develop our service offer, learn from customer feedback/ insight and improve our digital offer to our customers.

Key duties and responsibilities of our Customer Experience Manager:

  • Operate and manage a high-quality customer contact centre for a variety of service work streams

  • Develop a culture of "customer first" across the business

  • Manage the development and embedding our customer experience strategy

  • Creation of a digital contact / portal and services approach

  • Develop a "customer listening" culture gain through positive and negative feedback

  • Create a proactive customer feedback framework which learns and improves

  • To manage and motivate the team to deliver excellent customer focused services, resulting in high levels of customer satisfaction. To include accountability for recruitment, training / development and performance management in accordance with our policies

  • Monitoring and driving productivity through the operational planning team

  • Creating a call listening and quality framework

  • To produce strategies, policies and procedures relating to our work streams

  • Oversee and ensure safe working practices are adhered to and continuous improvement with regards to developing a strong H&S culture

  • Authorising invoices within approved guidelines and limits

  • To monitor sub-contractors' performance, ensuring completion of works within approved standards and targets

Qualifications and Experience we're looking for in our Customer Experience Manager:

  • Relevant professional degree/qualification or demonstrable equivalent work experience

  • Demonstrate a good knowledge of safeguarding issues commensurate with the role

  • A satisfactory DBS check is required as part of this role

  • Full driving licence

  • Access to a vehicle, for travel to and from sites

  • Management of a customer contact centre and operational planning function, preferably with repairs experience

  • Experience of maintenance and housing sectors

  • Manging health and safety and welfare

  • Experience of planning, commissioning, delivering and monitoring responsive repairs and housing related enquires to resolution

  • Using data to improve services and productivity through KPI suite

  • Total Mobile- Service Connect experience preferable

  • Customer portal / digital development

Skills we're looking for in our Customer Experience Manager:

  • Implement strategy

  • Strong project management skills

  • Good communication al skills with a strong customer focus and an ability to negotiate in a resolute and fair manner

  • To maintain an effective and professional approach at all times

  • Work together with colleagues, other staff, customers and partners to provide efficient and effective services

  • Ability to problem solve, balancing customer needs with targets and constraints

  • Provide advice and guidance to customers and staff

  • Work with the teams to plan and organise workloads and activities in the most efficient, effective and economic way; securing maximum productivity

  • Manage and prioritise own workload and that of the team to take account of conflicting and changing demands and to meet approved deadlines

  • Ability to manage change constructively and positively

  • Good knowledge of ICT systems and able to accurately evaluate, summarise and report financial, performance and other data

  • Positively advocate the introduction, development and implementation of new technology and working methods to improve the service

  • Keep up to date with developments and innovations in the customer service sector and maintain own continuous professional development

Closing Date: 30th May 2021

We will be interviewing candidates on a rolling basis, we may close this vacancy early should we find the right candidate.

If you feel that you have the skills and experience required to become our Customer Experience Manager, please click 'apply' today and submit your CV (no more than 3 pages) and cover letter (1 page) outlining why you would be the most suitable candidate. We would love to hear from you!

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