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Customer Experience Manager

Job Title: Customer Experience Manager
Contract Type: Permanent
Location: Bracknell
Industry:
Salary: £33000-35000 + package
Contact Name: Josh Greatrix
Contact Email: jgreatrix@bodenresource.co.uk
Job Published: April 24, 2019 13:51

Job Description

Customer Experience Manager

Bracknell  

£33000-35000 + package

 

 

We are currently looking to recruit a Customer Experience Manager for a Global FM provider looking to improve the customer experience from the moment they step foot onsite. As the Customer Experience Manager, you will lead on developing and delivering exceptional experiences to our client’s client and act as the lead interface for our key stakeholder engagement programme.  In addition, this role is the key management interface and primary contact for the onsite Recreational Club: in terms of managing Rec club events, club services, event promotion(s), newsletters & communications, club initiatives and membership management

 

A key responsibility of the role will be to develop a Customer Service Team that is the primary engagement point for all customer interaction and engagement; ultimately delivering a seamless and highly integrated client experience.  Ideally experienced in; journey mapping, segmentation, SLA reporting, customer service training, handling client queries, escalations and root cause analysis. The development and delivery of data gathering methods e.g. site wide surveys, service measurement and monitoring, client feedback and opinions. Ultimately analysing the result and acting on the feedback to improve the services which is provided on-site.

 

Qualifications and Key Skills:

  • Good Educational Background and 5 years or more experience of working in CSM environment or equal
  • Previous Management experience of small teams
  • Excellent written and verbal communication skills
  • Excellent organizational skills
  • A positive and proactive approach to working environment and team leadership
  • Ability to use own initiative in problem solving
  • Ability to work under pressure and to agreed timelines
  • Proficiency in Microsoft office packages, Excel, Word, PowerPoint, Outlook
  • Excellent understanding of Customer Care
  • Ability to travel to other sites e.g. Guildford

 

 

To apply for this position please do so via this advert or for a confidential discussion call Josh on 0121 702 1464.

 

Bracknell/ Events management/ FM provider/ Customer Services Manager/ Events