Customer Experience Manager, Northampton in Customer Service

Job Description

As a Customer Experience Manager in Northampton, you will spearhead initiatives that drive customer engagement and satisfaction. Your expertise will guide our team in creating unforgettable experiences for our clients.

Responsibilities

• Create and execute customer experience enhancement plans.
• Evaluate customer service strategies and make recommendations for improvements.
• Engage with customers to understand their needs and expectations.
• Assist in training employees on effective customer engagement techniques.
• Utilize customer data to inform strategies and decisions.
• Work in partnership with other departments to enhance overall customer satisfaction.
• Prepare presentations on customer experience metrics for senior management.
• Manage customer feedback channels to ensure timely responses.
• Foster innovation within the customer service team to enhance service delivery.

Requirements

Education

• Bachelor’s degree in Management or related field
• Master’s degree in Business or related field preferred

Experience

• 5+ years of relevant customer service management experience

Technical Skills

• Customer service software knowledge
• Analytical skills

Soft Skills

• Leadership
• Communication skills

Certifications

• Customer Service Excellence Certificate

Languages

• English: Fluent

Advantageous

• Experience with customer feedback tools: Hands-on experience with tools designed to collect and analyze customer feedback.
• Familiarity with Agile methodologies: Understanding of Agile principles to improve team collaboration and efficiency.

Benefits

• Comprehensive health, dental, and vision plans
• Generous annual leave policies
• Employee assistance program for mental health support
• Ongoing training and development opportunities

Company Culture

• Inclusivity: We foster an environment where diversity is embraced and everyone is heard.
• Continuous Improvement: We are committed to learning and growing as individuals and as a team.
• Work-Life Balance: We encourage our employees to maintain a healthy work-life balance.