Place of work: United Kingdom, East Lothian and Midlothian
Type of job contract: for an indefinite period, full-time

Required education:
Offered salary: Not specified
Number of positions: 1

Working area

Machine operators and assemblers
   Metal- and mineral-products operators
        Cement and other mineral products operators

JOB DESCRIPTION:

Customer Experience Manager Up to £40k (DOE) Based in Edinburgh This is a fantastic opportunity to join a dynamic and fast moving utilities business where customers are at the heart of everything they do. Reporting to the Head of Contact Centre you will be responsible for the day to day to operational management of Team Leads and Business Advisors as well as specialist teams tasked with managing escalated customer cases. You will also be tasked with making a positive contribution to operational plans with particular focus on strategies related to customer satisfaction and complaint channels. Key responsibilities: * Operational responsibility for contact centre including Team Leaders, Business Service Advisors and Complaint Resolvers * Provide leadership and motivation for your teams and ensure an excellent standard of customer service is achieved * Consistently deliver results in line with agreed operational targets * Contribute to customer experience strategy and communicate objectives and aims to frontline teams * Use innovative thinking to optimise how customer contact channels are managed * Recommend and implement continuous improvement projects related to work flow, processes, systems and procedures * Review progress against customer satisfaction scores take action where necessary to introduce short and long term changes Essential Skills and Behaviours: * Proven leadership skills at an operational level * Performance driven and motivated to exceed targets * Effective communicator both written and verbal skills * Embraces and manages change and looks for opportunities to positively influence wherever possible * Experience of managing customer satisfaction scores would be an advantage

Work hours:

  • Without entering work hours

Requirements




source: https://www.ec.europa.eu/eures

  
     


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