Customer Experience Manager

Job Title: Customer Experience Manager

Salary £36,000

Hours: 35 hours per week

Location: Fully remote – home based

Benefits: NCT Membership with access to exclusive benefits, pension scheme, 30 days annual leave plus 8 bank and public holidays

About us at the NCT

A lot of people know NCT for our antenatal classes, and we want to continue to support as many parents and families as we can to access evidence-based information. But we are also much more than this. We are a charity that campaigns on the issues that matter to parents. We run breastfeeding and infant feeding support, provided by specialist counsellors. We run thousands of free community activities and events across the UK, led by our fantastic volunteers. And we support women and families facing specific challenges, such as social isolation, feeding difficulties or poor mental health.

About the role

We are thrilled to announce the opening for a commercial thinking and innovative Customer Experience Manager at NCT. If you thrive in a fast-paced environment and have a knack for turning ideas into action, this role is made for you.

The Customer Experience Manager holds a pivotal position at NCT, managing the complaints, compliments and comments processes and procedures for the organisation, as well the post-booking journey and the team that supports parents once they have booked their course with NCT. This role, alongside the Bookings Journey Manager and Head of Operations, is responsible for the management of bookings, complaints and quality of service to more than 150,000 parents each year.

You will support the delivery of our courses to new and expectant parents with trust and excellence, whilst providing essential input into maintaining and growing course income so that our charity can thrive and achieve more impact for our parents into the future.

At the heart of our mission is the 'More Parents, More Impact' pillar of our 'For Every Parent' strategy. As the Customer Experience Manager, you'll play a pivotal role in achieving this vision by driving efficiency, effectiveness, and productivity across the team. You will set and monitor clear, achievable KPIs, ensuring our team remains focused on delivering exceptional results.

We are looking for….

• A strategic thinker with a commercial mindset who has overseen bookings or sales teams.
• A leader who is forward thinking and inclusive.
• A strong leader in handling complaints, particularly focusing on high-risk and EDI (Equality, Diversity, and Inclusion) complaints.
• A process driven, bold individual who is not afraid to challenge the status quo.

If you're ready to make a real difference in the lives of parents and contribute to the success of our charity, we want to hear from you. Join us in our mission to empower parents and create a positive future for families everywhere.

The successful candidate can be based anywhere within the UK with this remote opportunity.

Please see the attached job description for further information. https://www.nct.org.uk/sites/default/files/job_descriptions/Customer-Experience-Manager-Job-Description.pdf

What we offer

We can offer flexible working based on the requirements of the role. Talk to us during the interview process to discuss your individual circumstances.

We are taking positive action to increase diversity throughout our organisation, at all levels, and to nurture a culture of inclusion for all our people and the parents and families that we support. More details about our Equity, Diversity and Inclusion action can be found here.

We are committed to zero discrimination both internally and externally regardless of visible or invisible difference such as sex, sexual orientation, age, race, ethnicity, disability, impairment, learning difference or long-term condition, religion or belief, gender identity, economic class, marital/civil partnership, family status including single parents, socio-economic background and pregnancy and maternity. We provide reasonable adjustments and are committed to an inclusive and accessible recruitment process.

We welcome and actively encourage applications from all candidates including those from under-represented groups within NCT such as individuals from Black, Asian or minority ethnic backgrounds, LGBTQI+ people and people with a disability.

The welfare and safety of individuals is at the heart of everything that we do. NCT is committed to safeguarding and promoting the welfare of children and adults and expects all staff to share this commitment.

Closing date for applications: 10am on Friday 24th May 2024

Interview dates:Wednesday 29th and Thursday 30th May 2024

Interview format: Virtual – Teams link will be sent with invite to interview.