Customer Experience Manager

*** Customer Experience Manager **

IMMEDIATE START & INTERVIEWS

• £40k-£45k
• Full Time Office Based with flexi hours
• Based in Woking, Surrey
• Free Parking

Our client is an International Business in Woking, Surrey, now seeking a Customer Experience Manager.

Are you passionate about creating exceptional Customer Experience and leading dynamic teams?

We are seeking a dedicated Customer Experience Manager. Your role will be crucial in refining Customer Experience, overseeing a talented team, and nurturing a culture where every interaction is an opportunity for excellence.

If you have a proven track record in customer service management and championing the customer's voice, we want to hear from you! Drive innovation, lead with impact and be part of our client's journey to deliver exceptional service.

Role overview

• The Customer Experience team provides office-based support to external sales team, they are the first point of contact for customer enquiries, (telephone, email and webchat) quotation requests and order placement. They take customer enquiries and own them through to completion.
• The Customer Experience Manager is a key role, dedicated to ensuring an unparalleled customer journey. Working hands on with the team of Customer Experience Executives, you are responsible for overseeing the entirety of the Customer Experience, this role revolves around the needs of customers, periodically mapping and evaluating every customer touchpoint, and driving improvement.
• Leading the team, you champion a culture where customers are at the heart of every interaction. You will set the standard for customer responses, quotation turnaround, and order processing, instilling an entrepreneurial mindset in the team where every opportunity is taken to win.
• With a strong commitment to customer-first thinking, this role drives a specification-winning approach.
• Fostering continuous improvement, and championing customer advocacy, the Customer Experience Manager plays a pivotal role in upholding commitment to exceptional customer service at every step.
• This role requires a proactive, customer-focused leader adept at fostering a culture of excellence and continuous improvement.

Requirements:

• Experience in managing customer service operations and managing a team
• Proven track record in overseeing the customer journey, mapping touchpoints, and enhancing Customer Experience Knowledge
• Ability to develop and implement customer service strategies
• Proficiency in resolving complex customer interactions and escalations
• Strong analytical skills to assess performance based on customer feedback
• Proven ability to optimise systems and processes while maintaining a customer-centric approach
• Core customer service skills around order processing and quotation creation, enquiry handling, call and email managementsonal quali6e
• Capacity to coach and develop the skills of the team to maintain a culture of improvement and customer-centric excellence

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.