Customer Experience Manager

Job description

This is an exciting opportunity for an experienced customer service expert to join an innovative and expanding group of companies.

Who We Are:

We are a specialist invoice finance company that provides a product specifically tailored for the recruitment industry. It enables talented recruiters to start up their own businesses by providing the finance and back office.

The Position:

A clear strategy and focus for the business is maintaining our excellent customer service offerings alongside market-leading retention levels. Our clients are what makes us the leading recruitment finance provider in the market, simply put: we provide fantastic customer service.

You will be responsible for setting the overall vision and strategic plan for the Customer Experience team, focusing on driving product adoption, streamlining existing processes through innovative thinking, leading and implementing an excellent customer experience, and driving growth through renewals and retention improvements.

Your Responsibilities:

• Become an expert with a strong understanding of our products, services and the invoice finance process.
• Manage a small portfolio of existing clients. Responsible for building and maintaining strong relationships with our clients, ensuring they are satisfied with our service and products.
• Proactively seek and recommend enhancements to processes and development.
• Initial point of contact for any complaint escalation from clients with a view of putting steps in place to effectively resolve said complaint.
• Pro-actively engage with senior management and leadership teams to enable effective corporate business planning.
• Set and monitor objectives for the Customer Experience Team to deliver exceptional service to our clients, ensuring the highest levels of customer service are maintained. Where necessary, this may involve assisting answering incoming calls and queries during periods of staff absence, setting an example for fellow colleagues to follow.
• Manage the Customer Experience Team through the setting of effective objectives, regular desk management and performance management.
• Responsible for training of new and existing staff members within the Customer Experience Team ensuring that the new starter onboarding training plan is adhered to and carried out and ongoing training to existing members of staff is identified and carried out.
• Work with Project Manager to test, deliver and communicate updates from our in-house platform to the business and its clients. Be proactive in finding platform improvements, aiding our customer experience of the platform.
• Collaborate with various internal teams across sales, editorial, product, and tech to ensure our client's needs are met.
• Undertake regular 1-2-1 meetings with all members of the Team.
• Roll out client retention strategies in-line with Board expectations.
• Responsible for being a senior figure that keeps abreast of any process and legislation changes such that they can help the wider team answer complex queries.
• To understand the key risks that affect the business and act in a way that protects the company's interests at all times.

Key Skills and Experience:

• Demonstrate strong capabilities around maintaining the highest standards of customer service excellence.
• Excellent communication skills to convey information both orally and visually. Should be competent in preparing proposals/presentations to external clients, as well as internally.
• Organisation skills to effectively prioritise workload and handle multiple demands from team members. Conducting meetings with all levels of company employees, including senior management.
• Experience within recruitment, portfolio management or worked in a forward thinking "modern" "fintech" customer service or customer success role.
• Experience of managing a customer service / customer success team.
• Excellent customer service skills, dealing with objection handling, manage complaints, escalation of complex queries.
• Thinking "outside the box" we want passionate, creative individuals who can carve out and enhance the customer journey of our recruitment partners, constantly questioning why they are doing something and finding innovative ways to improve the service.

Benefits:

• Company pension
• Cycle to work scheme
• Gym membership
• Free on-site parking
• Company events
• Health & wellbeing programme
• Life insurance
• Paid volunteer time
• Referral programme
• Sabbatical

Monday to Friday - office based - Eastleigh
£45,000 - £55,000 DOE

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk