Head Of Customer experience

Job description

Exciting New role in Kings Lynn - Head of Customer Experience

I have an exciting new role to offer you this role will be to provide exceptional sales and administrative support to maintain a wow customer buying experience

08.00-17.00 Lunch Break 30 minutes Hours per Week 45 hours (including lunch breaks)

Skills\/Attributes Required

* Empathetic disposition towards customers. Self-motivated with the ability to work effectively and co-ordinate a team, plan and priorities own and team workload efficiently and respond quickly to changing requirements. Able to resolve issues in a calm and professional manner.
* Excellent leadership and management skills, telephone manner, communication and organisational and time management skills are essential.
* Good verbal and written communication skills with colleagues, management and customers IT Literate and the ability to use electronic record keeping and reporting systems efficiently and effectively.
* Attention to detail and accuracy in record keeping Friendly disposition Personable Professional Ability to multi-task, prioritize and manage time effectively Demonstrating a can do attitude and tenacity of purpose.
* Education\/Experience Required
* Minimum of 2 years' experience in a customer service related role Minimum academic requirement of 5 GCSE grade C+ or equivalent.
* Experience in technical coordination role or similar is strongly desirable. Experience in using ERP systems an advantage, particularly SAP service and reporting Competent Computer Skills - Outlook, Excel, Word, ERP & CRM Systems Certifications\/Licences Required NVQ Level 3-4 in customer service would be desirable
* Primary Responsibilities - Identify areas of improvement in the company and continually work to improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results, implementing change -
* Manage Customer Support Advisors in each silo through customer focused leadership - Identify areas of improvement in order process and administration and work to establish exceptional and best practise work flow processes and procedures. -
* Monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner. - Conducting and analysing customer satisfaction surveys - Own and monitor all service calls, ensuring all information is correct and up to date - Work with customer support advisors to ensure follow-up all quotations, trials and Sale-or-Returns. - Develop and maintain a close relationship with all customers. -
* Ensure your team answer incoming calls within 3 rings and responding to customer requirements promptly. -
* Handle the processing of Orders within the time limits. - Inform Clients of unforeseen delays or problems - All quotations and information meticulously uploaded on ERP & CRM. - All quotes and enquiries followed up through to order\/ completion. -

What you need to do now
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