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 practises are followed.
- Produce monthly reports on customer experience metrics and monitor feedback from CSAT surveys.

What We Offer

• Salary: 43,000 - 47,000k
• 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!

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