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Customer Experience Manager

Job Posted: 31 minutes ago

Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: DE5, Butterley, Derbyshire

Expire in: a month

Job Description

This is a family business where changing people’s lives through the products that they design, manufacture and install is a daily occurrence. With 40 years’ experience under their belt, they are a leading provider in the UK, a market leader in Europe and have a presence in many other countries worldwide.

Customer Experience Manager Role Overview

  * This is initially a 6-month contract role

  * Up to £17.94 per hour (equivalent of a £35,000 pro-rata annual salary)

  * 37.5 hours per week, Monday - Friday

Commutable From: Derby, Nottingham, Leicester, Chesterfield, Sheffield

Customer Experience Manager Candidate Requirements

  * The Customer Experience Manager will have demonstrable interpersonal skills and confidence to deal with difficult but vulnerable customers in a mature and helpful way, ensuring you can confidently guide and advise customers.

  * Excellent interpersonal and communication skills (written, spoken and presentational).

  * Confident and effective presentation skills.

  * Excellent range of IT skills.

  * Demonstrate confidence and the ability to manage own workload.

  * Be IT literate and competent in using the MS Office Suite.

  * Demonstrate a high level of emotional intelligence.

  * Possess excellent communication skills.

Customer Experience Manager Key Responsibilities (but not limited to)

  * The Customer Experience Manager will be the first point of contact for all customer complaint escalations.

  * Work closely with the Online Marketing and Product Assessment teams to increase the response rate on Trustpilot and Google reviews.

  * Monitor and develop the external process of the customer journey map and define a process owner who will report back on CRIs and subsequent training requirements at each touchpoint, including but not limited to Inbound enquiries, Assessments, Order input, Hub dealerships and customer.

  * Work closely with the Quality Manager to identify where the issues are in the process and set the required standards and improvements.

  * Record, monitor, measure and report on all Customer Related Issues (CRI’s).

  * Offer training, support, coaching and mentoring where required.

  * Carry out customer feedback calls for installations.

  * Work closer with Operations and the Business Development team to provide them with their end customer feedback.

  * Define a better method of measuring customer satisfaction at each step of the customer journey.

  * Take the lead on training for all staff, working with the Business Development Team and their Charity partners.

Please Note: Candidates must have the right to live and work in the UK.

Our aim is to help you secure the best possible future for yourself & this is a totally FREE service to all our Candidates.

If you believe that your skills and experience match what we are looking for please call me or APPLY and I will be in touch.

Should you want to learn more about any of our SALES vacancies, or should you just want to discuss your particular needs, then please do not hesitate to contact me by phone or email, to have an informal, confidential chat.

Probe Technical Recruitment, providing Sales Engineering Recruitment Support since 1994

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Customer Experience Manager job near me in DE5, Butterley, Derbyshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!