Customer Experience Manager

Swindon, Newport, or Billingham – hybrid working options Band D: £31,797 Do you have a passion for providing the highest level of Customer Service?Do you strive to make a difference to improve Customer Experience?If so, we would like to hear from you.Here at UK SBS, we are proud to deliver high quality corporate services where we provide HR, payroll, finance, IT and procurement services and expertise to our public sector partners.Our staff are very important to us and we always try to go the extra mile to look after them. We can offer flexible and family friendly working arrangements, great benefits including generous annual leave, supportive and inclusive work environments, and opportunities to learn and grow your career with us.Our Customer Support Teams are critical in ensuring we deliver a great experience, each, and every, time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people, who empathise and respond to customers in the most effective and appropriate way. Leading the Customer Experience Team, you will work closely with the Operations and Senior Operations Manager to shape the Customer Experience Team in line with the Customer Strategy. The team are a high performing and customer focused whose aim is to provide ease of interaction with professional, clear advice and guidance. We endeavour to add value and are always looking for an opportunity to improve, whether it is through making better use of systems and technology or by simplifying the way we work. That is why we take feedback seriously, celebrating the achievements and making changes where we can to enhance the customer experience.We are looking for an experienced Manager who is self-motivated and has a strong commitment to delivering exceptional customer service. You will lead, motivate, and support a team of Customer Experience Advisors across multiple disciplines to ensure complex queries are answered and themes identified to improve processes for our customers. In addition to ensuring the successful resolution of complaints, compliments, and comments.You will be working with SMEs (subject matter experts) and Operational Teams to ensure consistency and knowledge in approach as well as working with our partnership managers and key stakeholders to improve the customer journey.To do this role well you will have: A passion for providing the highest level of Customer ServiceExcellent verbal and written communication skills and the ability to collaborate and influenceThe ability to identify trends and implement improvementsProven experience of managing a team across multiple disciplines with a strong emphasis on tailoring services to customer needsStrong Leadership and motivation skills, with demonstrated experience in leading high performing teamsStrong IT Literacy in Microsoft applicationsSelf-motivated with the ability to work under pressure to high standardsEducated to GCSE Level, or equivalent.In return for your skills and experience, we can offer you hybrid working options for a 37hr week (full time) with start and finish times between 8am – 6pm, or part time hours to suit. Our team usually work from home and come into the office once or twice a week, but we are flexible on this too. If it helps, there is even flexibility regarding which office you base yourself from - Swindon, Newport, or Billingham.For additional information and a confidential discussion please contact our Recruitment Team on #####. Closing date for applications is midnight on Sunday 12th May 2024. Interviews are scheduled from: 20th/21st May 2024. We reserve the right to close the vacancy early if we receive a high volume of quality applications.Only online applications are accepted in the form of an up-to-date CV. If you are unable to apply online or do not wish to create an account but would still like to apply for a specific role, please contact our Recruitment Team at #####. UK SBS does not hold a Home Office Sponsor License under the UK Immigration System; therefore, candidates are required to have eligibility to live and work in the UK prior to applying.We look forward to hearing from you. We are UK SBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value. Organisation: UK Shared Business Services Ltd (UKSBS)
Contract Type: Open Ended
External Closing Date: May 12, 2024
Minimum Salary:Pound Sterling (GBP)31,797 If you have a question or require assistance, click here
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