• Exciting and fast paced Tech company based in Watford
  • Progressive B2B Customer Experience Manager Permanent role

    • About Our Client

    The client is a market leading organisation within the Technology and IT industry. They have a high performing team based in Watford that is renowned for delivering leading solutions and services, backed up by world class customer support across markets that demand nothing less than absolutely certainty. Whether you’re looking for a new start or looking for a move into a Company where you really make a difference, this could be the platform you are looking for. Please apply ASAP if you have extensive experience within Customer Services or a Contact Centre environment, with people management skills.

    Job Description

    This Customer Experience Manager will encompass a range of responsibilities including but not limited to:

  • Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience
  • Overall responsibility to lead, inspire, develop and motivate Supervisors & Team Leaders to deliver a best-in-class customer experience.
  • Manage all aspects of the teams day-to-day management and work allocation to ensure performance is in line with agreed KPIs & SLAs.
  • Act as an escalation point/go-to person for team members
  • Overall responsibility of the training and development of your team including managing the Quality Assurance program .
  • Support colleagues with the use of in-house tools, by providing necessary training and advice.
  • Carry out all tasks in an efficient, professional and courteous manner; leading by example to the Customer Service Department.
  • Resolve top-level 2nd/3rd line customer escalations by liaising with various departments to obtain resolution.
  • Overall responsibility for recruitment, appraisal and absence management process for the team.

    • The Successful Applicant

    Customer Experience Manager experience and characteristics desired;

  • You should have extensive experience leading a customer services or a contact centre environment with supervisory or management experience
  • Working in an technology, electronic or communications production environment would be beneficial but not essential.
  • You should be energetic, keen to learn using your own initiative and be able to work well with others with a positive approach always.
  • People skills and leading from the front line should come naturally, setting the example for all others to follow.
  • You should have an acute attention to detail and impeccably high standards enabling you to consistently look to raise the bar to improve business practices.
  • You motivate by creating a performance-centric environment that provides clear focus and rewards delivery of objectives.
  • Above all, this role requires an individual with a passion to provide excellent service often working under pressure in a busy work environment.
  • Those that are successful in the role are typically capable of processing relatively complex logical concepts and/or have an interest in technology, computing or electronics.
  • Excellent interpersonal and communication skills both written and verbal
  • High level problem solving abilities
  • Experience of CRM systems Salesforce
  • Competent, intermediate user of Excel
  • Live locally to Watford

    • What’s on Offer

    A highly competitive salary plus generous benefits including 25 days annual leave, annual salary review and bonus scheme etc.

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