Job Title: Customer Experience Manager
Location: London, Borough
Salary: £40,000 per annum
Job Type: Full time, Permanent
Working Hours: 37,5 hours over 5 days per week, including Saturday's. Flexible working hours, start time between 7am and 9.30am
Closing Date: 28th June 2024
The Company:
Recorra is a leading circular economy company, providing services for recycling, data destruction & office supplies in London & the South East. We are born environmentalists, formed by Friends of the Earth in 1988 and now operating as an independent commercial organisation.
We are an ethical and fast-growing company with a team of exceptional people and are looking for someone to join us during an exciting period of change and growth. The role provides the opportunity for you to use your skills to make a difference within a friendly, dynamic and forward-thinking company. The culture is energetic, and there will be many opportunities for you to make a substantial contribution to the business.
The Role:
Are you a Customer Experience Manager with passion for people and our planet? Want to join a team where your talents are valued, and your efforts make a real difference? If you're ready to create unforgettable customer journeys and forge dynamic and impactful partnerships, we want you on our team!
The role of the Customer Experience Manager is to ensure that customers contacting Recorra by phone, email or through the website receive a positive, smooth and efficient response. Managing a fantastic team of Helpdesk Advisors is a key part of the role, but also forming effective working relationships with the Account Management, Marketing and Operations teams to ensure our customers always receive the highest levels of service.
Responsibilities:
- Meet Company quality standards for timeliness and accuracy of customer responses
- Review and report on team performance against KPIs
- Working with Marketing to ensure collateral and service information sheets are up-to-date and relevant for customers
- Working on behalf of Operations to resolve queries with customers on pick-ups, site access, opening hours, etc
- Supporting Account Managers in meeting their clients' requirements and ensuring that all routine client requests are dealt with by Advisors
- Ensure that the internal systems are supporting the team, and work with the IT Manager on any improvement projects that can be made
- Present monthly to Directors on team KPIs
- Ensure the internal training programs are effectively delivered, and training collateral is readily available for all team members
- Deal with all non-account managed customer complaints
- Manage planning and communications around internal processes such as reroutes or Bank Holiday collections
- Ensure internal systems have good quality client data, contact names, email addresses, and conduct regular data cleanses
- Manage our service partners performance by reviewing monthly, and escalating any concerns to the Head of Territory Sales
- Work with other managers across the business to improve processes and procedures to ensure a collaborative and streamlined approach
- Provide full line management to team of c. 7 staff
About You:
- Minimum of 3 years experience managing a customer service-based team
- Ability to contribute actively to maintaining a good team spirit
- Be able to have difficult conversations, and push team members to deliver high quality levels of service
- Highly autonomous and self-motivated
- Excellent verbal and written communications skills
- Well organised, you will be able to manage your time to ensure work is completed on time
- Ability to change approach and personal style to appeal to your audience
- Ability to look for solutions, not problems
Benefits:
- Flexible working hours
- 25 days' annual leave (with additional days for length of service)
- Employee pension scheme
- Travel season ticket loan
- Cycle to work scheme
- Employee assistance programme
- Health cash plan
- Charity volunteering opportunities and social activities
- Dog friendly office!
Please Note:
Candidates must have the legal right to live and work in the UK to be considered for this role.
Please click the APPLY button to submit your CV for this role.
Candidates with experience or relevant job titles of; Customer Services Executive, Customer Service Representative, Inbound Sales Advisor, Customer Support, Client Service, Customer Services, Business Support, Customer Service Consultant, Customer Service Manager, Client Services Manager, Customer Service Advisor, Customer Service Consultant and Customer Service Coordinator, Customer Success Manager, Customer Success Team Lead may also be considered for this role.