Customer Experience Team Manager
Job reference: SYS-3998
Customer Experience Team Manager
Job reference: SYS-3998
This vacancy has now expired, and is not accepting any new applications. p>
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively. p>
Customer Experience Team Manager
An opportunity has arisen for an experienced Customer Experience Team Manager to join the Customer Experience Team in the Shared Service Centre.
The Role
You will be responsible for successfully leading a team of Customer Experience Advisors to deliver an outstanding customer experience, whilst continually monitoring service levels, focusing on continuous improvement and delivering organisational KPI’s.
You will be responsible for the performance management of a team of Customer Experience Advisors, ensuring all team members have clear objectives. You will work with the team to ensure customers are provided with an excellent customer experience, focussing on first contact resolution, by driving and engaging the performance of the team to achieve excellence in delivering a proactive, high performance culture of continuous improvement.
You will also be responsible for supporting the Customer Experience Manager with day to day management of SLA’s, Customer Experience Supervisors, HR related cases, Quality management and any other duties that arise.
The Candidate
It is essential that you have previous experience in a similar role and can demonstrate strong Management skills. You will have a natural customer focus and be an excellent communicator at all levels; both written and verbal. Combined with your strong interpersonal skills, it is essential that you have the ability to engage and motivate people to create an environment that delivers excellent customer experience.
You will have excellent IT skills, including MS Office, with the ability to utilise a variety of information systems to provide a personalised service, engaging with the customer, to educate them on the facilities available to encourage self-service.
You will be an optimistic and robust character who is flexible and adaptable and able to cope with competing demands and priorities in a fast paced, changing environment.
This role will be required to work shifts (currently between the hours of 7am - 10pm Monday to Sunday).
This vacancy has now expired, and is not accepting any new applications. p>
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively. p>