customer experience manager in st asaph

posted
12 March 2019
contact
sarah jones, randstad business support
job type
permanent
salary
£ 26,000 - £ 30,000 per year, further benefits
apply now

posted
location
st asaph, wales
specialism
sales
job type
permanent
working hours
Full-Time
salary
£ 26,000 - £ 30,000 per year, further benefits
experience
Sales Management
reference number
CEM201
contact
sarah jones, randstad business support
phone
01492 532 803
apply now

job description

Our client has an exciting role for an experienced customer services manager to manage a small team, championning the strong customer service culture with their drive, experience and passion.

A specialist in customer service, the individual will drive continuous improvement that enhances and simplifies customer interactions across all platforms. The role also comes with the responsibility of managing a small customer relations team. You will be passionate about service with experience in traditional and omnichannel solutions.

Main duties of the role will include:

* Engage with key stakeholders across the business, ensuring a consistent approach and understanding to customer driven process improvements

* Review customer journeys to identify shortcomings and drive continuous improvements, which enhance and simplify customer interactions

* Manage and deliver improvements to the customer processes and identify and implement new initiatives, including Service Level Agreements

* Undertake root cause analysis to support prioritisation of customer improvement activity

* Ensure customer touch points are delivered to brand and service expectations

* Utilise customer experience metrics to support the national network of branches to deliver exceptional service

* Enhance the digital experience for customer communications, particularly the complaint journey

* Develop a proactive communication plan for the business, to continually engage the GreenThumb customer

* Monitor, review, realign and implement internal processes to achieve maximum efficiency within the department

* Be a subject matter expert in order to design and deliver customer service training, provided to the national network of franchise branches and other departments.

* Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment.

If you are an experienced people-manager, an expert in customer service and customer experience and always striving to deliver outstanding service, this could be the role for you!

Contact Sraah Jones in Randstad now for further information.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

skills

customer satisfaction