Group Customer Experience Manager

Department:
Customer Operations

Reports To:

Director of Customer Experience

Location:

Normanton
Hours: 40 hours per week 8am-5pm

Role Purpose
To be the "voice of the customer" (VOTC), capturing feedback from both internal and external customers, sharing this feedback across the business and using the insight to drive positive change for our customer base across the Group.

Key Responsibilities

• Represent the customer across the organisation, ensuring business decisions and business direction is considered from the viewpoint of our customers.
• Capture customer insight through all channels, simplify and distil the inputs and summarise relevant output for cascade across the business.
• Oversee our Net Promotor Score (NPS), Customer Care Score (CCS) programs and wider Customer Survey strategy.
• Monthly reporting of our internal Customer Metrics, ensuring ongoing relevancy of the metrics we track, timeliness of release and accuracy of reporting.
• Collating relevant content and chairing our monthly Customer Experience call.
• Creating a wider awareness and understanding of customer feedback themes and trends through the use of multiple communication channels appropriate to the audience.
• Collaborate cross functionally to identify and then embed the necessary corrective action that drives positive change for our customers.
• Project Management support for relevant customer improvement projects.
• Mapping of key customer facing processes, identifying opportunities for improvement or efficiency.
• Line management for a small team of people.

Skills & Experience Required

• Excellent spoken and written communication skills.
• The ability to positively influence colleagues and support change.
• Confidence in dealing directly with customers and managing complex situations.
• Strong attention to detail and data accuracy.
• Confidence in handling and interpreting large or complex data sets.
• Ability to analyse and simplify operational data, identify root causes and implement improvements.
• Organisational skills to manage multiple tasks concurrently.
• Line management and people development.
• IT proficiency - Microsoft packages, with Syrinx experience desirable.
• Prior Operational exposure and experience desirable.

Behaviours

• Customer focused and solution driven.
• Positive and energetic personality.
• Natural collaborator across departments to achieve shared outcomes.
• Encourages accountability, ownership and professional standards.
• Calm under pressure with an ability to manage multiple tasks concurrently.

• Extra leave (Birthday) - because everyone needs a break!
• Life insurance
• Employee discounts and store perks
• Cycle to work scheme
• Referral programme
• On-site parking (and yes, it's free!)
• Supportive, fun, and fast-growing team

If you love keeping things running smoothly, solving problems on the fly, and being part of a dynamic team - we want to hear from you!