Customer Experience Manager


Title: Customer Experience Manager | £25-35K | Automotive | West London

Industry: HR and administration

Role/Sector: Account management   |   Analytics account management   |   Customer services   |   Office manager

Location: West London

Placement: Graduate job (permanent)

Salary: £25,000 (per annum)

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Information on the company

Our client is a marketplace for car mechanics that enables customers to acquire real-time industry standard quotes and quickly book a vetted mechanic online.

 

Experienced customer service manager in a fast paced automotive industry

Day-to-day activities will include;

  • Intra day management of high performing team within a time-sensitive and demanding environment to deliver on operational KPIs and SLAs
  • Lead effective performance management of team and ongoing skills development
  • Recruiting new team members and providing initial training, identifying knowledge gaps to feed into and support personal development
  • Take personal ownership of customer feedback and issues and ensure you are always an advocate for customers
  • Be a role model for the team by demonstrating effective leadership, positive behaviours, living the cultural values and excellence in customer relationships
  • Drive continual business improvement in service, experience, customer retention, revenue and quality
  • Provide timely and regular reporting on all appropriate elements of the team performance and customer experience

The ideal candidate’s personality and qualifications;

  • At least 1 years’ experience in a high-volume and extremely fast-paced service industry or customer support environment role
  • Energetic leader with high emotional intelligence
  • A great communicator with exceptional written and spoken English
  • Great organisational skills, calm under pressure and loves problem solving
  • Big picture perspective and day-to-day attention to detail
  • Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
  • Always willing to roll up your sleeves and tackle something hands-on; you persevere when others fall away
  • Experience of driving performance against agreed KPIs and SLAs and implementing recommendations to improve performance

Desirable:

  • Experience of key operational enabling technologies- experience with Talkdesk and Desk is a preference
  • An entrepreneurial flair through innovation, adaptability, and lateral thinking
  • A love of all things cars-related would be a massive bonus but not essential

What are the perks of working at this company?

  • A competitive salary
  • Work directly alongside the founders and management team
  • Relaxed and fun office environment with no dress code
  • Company Macbook
  • Company contributory pension scheme
  • Free drinks and food every Friday
  • Regular all company socials
  • Opportunity to develop a career at an exciting early stage start up

Apply for this role

applications@inspiringinterns.com