Customer Experience Manager

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Full time

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Salary Benefits

Customer Experience Manager

VPS is an award-winning, industry-leading company providing security solutions to the UK vacant property, site security, and traffic management markets.

Your role as the Customer Experience Manager will be to manage, motivate and empower the Customer experience team. Create and maintain clear channels of communication to deliver an excellent customer journey. Provide customer and internal feedback. Create and provide root cause analysis of the key business issues. Drive change along each touch point of the customer journey, through communication, supporting colleague adherence to process and the commitment to continuous improvements. To develop and maintain relationships with the key stakeholders in sales, operations, masterdata and finance teams whilst delivering desired team KPIs performance.

What to expect:

  • Line management of the Customer experience team
  • Complete complaints process trial and successfully implement agreed complaints process
  • Provide customer complaints feedback reports demonstrating root cause analysis
  • Implement NPS and create internal visibility of customer feedback
  • Provide NPS results visibility
  • Drive continuous improvements
  • Understanding the end-to-end VPS process form enquiry to invoice and create visibility of problematic touch points within the customer journey
  • Develop and maintain an excellent knowledge of the products and services offered by VPS

What we are looking for:

  • Experience in successful NPS implementation
  • Experience in improving the customer journey
  • Passion for delivering excellent customer experience
  • Experience in a call centre environment delivering customer experience support
  • Strong leader who takes ownership and is results focused, able to work hands on when needed to resolve business critical issues
  • Understanding the factors that influence customer satisfaction and the importance of consistently delivering outstanding service to enhance our customer experience
  • Strong customer service experience in a fast-paced environment

Apply today!

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