Project Manager - Customer Experience Integration Specialist

Are you looking for an opportunity to play a key role in shaping the Customer Experience strategy of a growing company?

With the potential for career advancement as the company expands and additional roles become available, don’t miss this opportunity!

The Company

Based in Chorley, Certi-fi is a growing company providing world-class certification for the home energy market. They are committed to providing an end-to-end certification process that covers every aspect of a consumer’s journey - starting with the manufacture of products, through to sales and installation, and then to ensure safe decommissioning and remanufacturing. Our objective is to be the leading certification scheme in our field, maintain our UKAS recognition, and support our members to truly differentiate themselves from their competitors.

At the heart of everything that they do, is the welfare and protection of the consumer - facilitating the green economy. Certi-fi is committed to delivering exceptional Customer Experiences and building lasting relationships with our clients. As they expand our operations, they are seeking a passionate and detail-oriented individual to join our team as a Customer Experience Integration Specialist/Head of Consumer Services.

The Job

You will play a pivotal role in establishing and managing our customer service management function. Your initial responsibility will be to review the current customer service and complaints management journey, recommend and implement changes, collaborate with IT to set up systems, implement a complaints management system, and coordinate referrals to different organisations. You will be instrumental in ensuring seamless customer journeys and enhancing overall customer satisfaction.

Key Responsibilities:

To Create an Excellent Customer Experience:

• Create customer touchpoints and interactions to identify opportunities for improving the overall customer journey.
• Implement strategies to enhance customer satisfaction at every stage of the customer lifecycle.
• Develop customer engagement strategies tailored to individual preferences and needs.
• Implement proactive communication strategies to anticipate customer needs and address potential issues before they arise.
• Ensure consistency and coherence across all customer touchpoints, including online platforms, and customer service channels.
• Stay abreast of industry trends, emerging technologies, and best practices in Customer Experience management.

System Integration:

• Work closely with the IT department/Developers to design, implement, and optimise customer service systems and platforms.
• Collaborate with IT professionals to integrate customer service solutions with existing company infrastructure.
• Organise robust workflows that can be adopted by all members of staff during the customer journey.

Referral Coordination:

• As necessary, liaise with external organisations to escalate customer concerns and resolve issues proficiently.
• Ensure smooth transitions for customers between different stages of their journey, including referrals to partner organisations or service providers.

Process Improvement:

• Continuously monitor and evaluate customer service processes to identify areas for improvement.
• Implement enhancements to streamline customer journeys and optimise overall Customer Experience.

Team Development:

• Contribute to the recruitment and training of team members to support the customer service management function as the company grows.
• Provide guidance and support to team members to ensure consistent delivery of high-quality customer service.

Complaints Management:

• Develop and implement a robust complaints management system to address customer concerns promptly and effectively.
• Establish procedures for logging, tracking, and resolving customer complaints promptly.

Experience:

• Proven experience in setting up or improving customer service infrastructures in previous roles.
• Experience in, or knowledge of, the green economy is desirable, though not essential. Experience of working with various consumer guidelines and regulatory bodies to ensure compliance and adherence to best practices.

Qualifications:

• Proven experience in customer service management or related roles.
• Strong project management skills with the ability to lead cross-functional teams.
• Excellent communication and interpersonal skills.
• Familiarity with IT systems and software applications relevant to customer service management.
• Ability to thrive in a fast-paced environment and adapt to evolving priorities.

Benefits:

• £70,000 - £80,000
• Generous benefits package
• Hybrid
• 25 days Annual Leave + Birthday and Bank Holidays
• Death in Service
• Medicare
• Dentalcare

Values and Behaviours

1. We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect all at times.
2. We will not accept rude behaviour from customers, employees, suppliers, and stakeholders at any time.
3. We will only employ, and continue to employ, employees and engage with suppliers who display openly the personal characteristics of humility, honesty, enthusiasm, respect, positivity and a 'can do’ attitude.
4. We will seek opportunities (at least annually) to identify employee training needs (and wants) and wherever possible and practicable, provide time and resource to accommodate these needs (and wants).
5. We shall be very careful in our recruitment and maintenance of 'customers’ (customers here being defined as 'any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these 'values’.

We shall, at all times and in all decision making, try to ensure the best possible outcomes for our clients and consumers in every action we take.