Customer Experience/Success Manager

Customer Experience Manager

Borough of Kingston - Upon - Thames

Hybrid

up to 47k

If you're excited about creating memorable customer experiences and want to be part of a company that has seen significant growth and change and wants to be part of the next phase of growth and culture then this may be the perfect position for you.

Are you passionate about delivering exceptional customer experiences? Do you thrive in an environment where your leadership skills can shine? Our client, a leading organisation in the engineering sector, is seeking a Customer Experience/Success Manager to join their team in the Royal Borough of Kingston - Upon - Thames.

Position Overview

As the Customer Experience/Success Manager, you will be the driving force behind our commitment to a "Customer First" philosophy. You will lead a well-established customer experience team, ensuring that every customer interaction reflects our core values: Together, Profitable, Growth & Sustainable.

Key Responsibilities

• Customer Service Team Management
• Lead and inspire a dedicated team of 2-3 customer service representatives.
• Act as a role model for outstanding customer service and uphold the organisation's brand values.
• Manage escalations and resolutions for customer complaints.
• Conduct annual appraisals and identify training needs for Work Instructions.
• Customer Service Delivery
• Champion the voice of the customer within the organisation.
• Oversee timely handling of customer inquiries and ensure accurate responses across all channels.
• Manage customer orders, dispatches, and returns with efficiency.
• Facilitate timely invoicing and monitor outstanding orders.
• Serve as the designated superuser for the SAP ERP system, ensuring best practices are followed.
• Produce monthly reports on customer experience metrics and monitor feedback from CSAT surveys.

What We Offer

• Salary: £43,000 - £47,000
• Holidays: 25 days of holiday plus bank holidays
• Working Pattern: Full-time with hybrid working options
• Health Insurance: Vitality
• On-site Parking: Convenient parking on-site
• Location: Enjoy a vibrant office atmosphere

What You Bring

• 5+ years of experience in customer service management, including team leadership.
• Familiarity with SAP and a proactive approach to process improvement.
• Exceptional communication skills, both oral and written.
• A solution-focused mindset with a willingness to go the extra mile.
• Ability to work collaboratively across various functions.

To apply, please submit your CV and a cover letter detailing your experience and why you would be a great fit for this role.

Take the next step in your career with us and help shape the future of customer experience in engineering!