Title: Customer Experience Manager

Location: Manchester

Hours: Monday - Friday: 9:30 AM - 6:00 PM

Contractual Status: Full time, Permanent

Our client is an Ofcom registered expanding telecoms company, aiming to always be at the forefront of the industry. They now have agreements with all the major UK networks and carriers across a full range of products and services. Our client has worked hard to build a great portfolio to ensure they are able to cater to our clients' telecoms requirements.

Our client are looking for a Customer Experience Manager who will set the customer vision and manage the customer support and provisioning team. The successful candidate will lead the Support & Provisioning team and set the vision for customer expectations, performance, and how best to serve the customer when they need most. This role reports into the Head of Operations and work closely with other team leaders to ensure we are building the best experience for our customers.

The Role:

We want someone who is customer obsessed. Someone who can offer the best customer satisfaction, and who has a proven track record of launching/scaling new support platforms within businesses. We are looking for someone who can motivate and inspire our staff at all levels, and establish the vision, goals, and objectives at all levels for the team. You will be setting customer satisfaction targets, as well as working with the team to meet targets consistently.

Required Skills and Abilities:

• Experience in operations / customer support.
• Proven track record of launching/scaling new support platforms within a business.
• Commercial experience operating effectively under pressure and delivering results.
• Experience in leading a customer care team.
• Experience in supporting staff to develop and stretch their potential.
• Ensuring team plans are aligned to deliver business objectives.

Responsibilities

• Define key performance indicators (KPIs) to measure customer satisfaction and experience success.
• Create detailed customer journey maps to visualize the end-to-end customer experience.
• Collaborate with various departments such as support, provisioning, marketing, sales, operations, and billing to ensure a consistent and seamless customer experience.
• Collect and analyse customer feedback through surveys, reviews, and other channels to identify trends and areas for improvement.
• Train employees across different departments on best practices for delivering exceptional customer service.
• Regularly track and report on customer experience metrics, presenting findings to leadership and recommending actionable insights.
• Address customer complaints and issues promptly and effectively, resolving conflicts to maintain customer satisfaction.
• Create and manage initiatives to engage customers and foster loyalty, such as loyalty programs, personalised offers, and exclusive events.
• Conduct benchmarking and competitor analysis to identify areas where the company's customer experience can be improved relative to industry standards.