Role: Customer Experience Manager
Location: Slough, SL3 8XP
Salary: £34k to £38k per annum
Full time office based, permanent position.
OVERALL PURPOSE OF ROLE
To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.
Main responsibilities:
1. To develop, manage and delight internal and external customer relationships with new and existing customers.
2. Ensuring contract delivery is, at a minimum, in accordance with Group and client requirements
3. Managing correspondence from clients and customers in a timely professional manner
4. Being the ‘back stop’ point of contact for escalated queries from clients and customers
5. Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
6. Developing and enhancing lines of communication in accordance with client and customer needs
7. Promoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness
8. Ensuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of core values
9. Providing support and advice on procedural and technical matters
10. Planning, allocating and evaluating team and individual workload to resources
11. Putting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.
12. Providing a working environment where people feel valued and listened to understanding your teams requirements to succeed
13. Proactively promoting engagement between your staff and the community
14. Effective One to Ones and PDPs
15. Creating and delivering on learning opportunities for your people through effective talent management and career and succession planning.
16. Promoting and encouraging information and knowledge sharing between team members
17. Giving your people the tools they need and allowing them to make decisions aligned with their responsibilities
18. Sharing best practice information through all people within your Account parameters
Skills & Experience:
19. Experience in social housing or a similar industry
20. Customer-Centric Mindset
21. Communication skills
22. Data Analysis & Insights
23. Conflict resolution and problem solving
24. Team Leadership & Collaboration
Schedule:
25. Monday to Friday