Customer Experience Lead

Job Title: Customer Experience Lead – £35-£45K

Interview: 1 to 3 days from date of CV submission

Important: Desirable to demonstrate experience from the Restaurant, Catering or the Hotel industry.

* £35,000 - £45,000 Basic Salary - pending on experience and track record

* Performance & company bonus

* 3 to 5 years of experience & proven track record required.

Background:

My client is a highly reputable brand, one of the best in the UK for its niche focus and are experiencing immense growth on annual basis offering HORECA industries a wide range of hot beverage solutions. We are interested in hearing from candidates that can demonstrate customer experience through account management and marketing with a genuine interest to be part of the current expansion and brand building journey.

This is what you will be doing:

* Deliver excellence throughout the customer experience process

* Be the point of escalation for customer queries and complaints across all channels

* Handle escalations and resolve them according to internal framework

* Offer ideas and solutions to ensure branding excellence

* Manage key accounts and assist according to their needs

* Be exceptionally sensitive to customer communication and understanding their needs

* The role is field based but you are required to be present at company HQ

* Engage clients via Teams, Zoom, Emails and Phone or face to face where required

You must have the following:

* Influence stakeholders and demonstrate a high level of emotional intelligence

* Analyse and solve complex problems

* Think critically, develop alternative solutions and take ownership of resolutions.

* Take ownership of the customer journey

* You thrive within a fast-paced environment and willingness to grow your career

* Build trust with customers and handle sensitive issues with empathy

* Show resilience in the face of high volumes of queries and complaints

* Monitor progress of projects and set challenging goals for yourself

* Collaborate with others and create a respectful and helpful working environment

* Communicate effectively with customers and other team members

* Show an innate desire to provide an exceptional experience for all customers

* You are able to work on your own, and maintain daily contact with HQ

Qualifications:

* Experience in a Customer Service environment

* Experience in Customer Engagement Excellence

* Expertise in handling escalations and resolving customer complaints

* Key account management related experience or exposure to

* Ability to adapt to change and uncertainty positively

* Formal complaint handling training (desirable)

* Social Media customer service experience (desirable)

About You & the Role:

This role offers a wonderful combination of key account management, customer service & brand ambassador responsibilities. Therefore you are able to showcase excellence in your capacity to engage customer engagement through account management and branding. And demonstrate exceptional interest in being part of a business that is building an outstanding brand.

If you are interested in this role, send us your CV now.

Job Type: Full-time

Pay: £35,000.00-£45,000.00 Basic Salary

Commission: Highly Competitive per sales & per client retention

Benefits: Work from home & field base

Schedule: Monday to Friday

Supplemental pay types: Bonus

Work Location: Home / Field & attend company HQ once a month or more

Email your CV now, if successful you can expect an interview in 1 to 3 days