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Customer Experience Manager

Customer Experience Manager

  • Location

    London

  • Sector:

    Operations

  • Job type:

    Permanent

  • Salary:

    £32k-£35k

  • Contact:

    Michelle Brightly

  • Job ref:

    VR/04572

  • Published:

    3 months ago

  • Expiry date:

    2022-03-19

  • Startdate:

    ASAP

Role: Customer Experience Manager
Salary: £32k-£35k DoE
Job Status: Permanent
Location: London
Vacancy Reference: VR/04572

Role Description:
Our client is an award-winning company providing cleaning and security services to the built environment. Originating in 1992, the company has grown its team significantly, and is now looking to appoint a well-established Customer Experience Manager to join their team. As Customer Experience Manager, you will provide high quality, professional administrative support to the business, and will liaise with the Operations Team, Business Director and customers ensuring compliance and exceptional service delivery. The Customer Experience Manager will have also had experience in a similar role or environment.

Responsibilities:

  • Ensure all associated KPI’s and SLA’s are maintained for client and customer audit requirements and escalate to management and the where necessary
  • Review and ensure the weekly, monthly and quarterly reports for the BUDS and AGM are delivered on time and within the client and customer expectations
  • Ensure all call logs, queries and problems are solved efficiently and to the highest standard
  • Support the AGM and BUD throughout contract mobilisation
  • Build excellent rapport with client help desk and ensure that correct process is in place for any feedback
  • Raise new calls through the company portal and in accordance with SLA's
  • Assign subcontractors and provide confirmation of their attendance to contact point at the client site, ensuring all authorisation is up to date and correct before any work takes place
  • Provide client quotes for additional works, consumables and/or sub-contractors 
  • Support the production of RAM and COSHH packs 
  • Ensure a RAM training record per person is available for every client site

Requirements:

  • Experience in a related role, in particular within a Facilities Management environment
  • Track record of effectively managing and developing teams, internal and external partners
  • Excellent communication and interpersonal skills
  • Experience with enabling technologies - technology ʻsavvyʼ
  • Able as part of a team to solve problems
  • Proficient in the use of computer equipment and programs (Word, Excel and Outlook)
  • Presentation and negotiation skills are a must
  • Multitasking is important, along with the ability to manage multiple projects effectively
  • Able to form relationships with individuals from all levels
  • Adaptable to work to requests and projects that may vary from day to day
  • Always work to the best of your ability in all tasks