customer experience manager

JOB TITLE: Customer Experience Manager

REPORTS TO: Customer Experience Floor Manager

SUPERVISES: 12 x Customer Support Advisors

The Company

Retail Merchant Services (RMS) is a UK based payments services organisation. We have been in business for over thirteen years and currently employ over 250 colleagues.

We are on a mission to make our customers lives easier, giving these businesses the products, tools, and services that make it easier for them to be in control, and ultimately, to succeed. Whatever success means for them. We do this by offering payment services to ensure businesses always make the sale. We also partner with ISVs (Independent Software Vendors) to provide additional services and products that help businesses unlock vital cash flow, drive additional revenue streams and bring them technologies that support their business ambitions.

About the Role

Lead 1 of 3 Customer Experience teams to ensure world class customer service is achieved at all times.

Take ownership of team development, engagement and escalated issues as well as KPI reporting, analysis and recommendations. Lead a team of 12-14 advisors, ensuring performance is managed effectively to support the business in its mission to make customers’ lives easier. Foster customer loyalty through ensuring high quality interaction with our customers and continually improve the experience customers have when connecting with our business.

Working hours are 37.5 hours per week on a shift basis between 8am-8pm Monday-Friday, 9am-5pm Saturday and 10-4pm Sunday.

Key Responsibilities

Drives Customer Loyalty

• Passionate about customer support.
• Proactively manages escalated incidents, following up with dissatisfied customers to achieve a mutually satisfactory resolution
• Drive first call resolution across the team
• Creates and implements action plans for resolution of difficult situations
• Ambassador for customer NPS throughout the team, ensuring that we have a restless for improvement approach to drive customer engagement scores
• Analyse team metrics, ensuring that we put the customer at the centre of everything we do
• Monitors and encourages requests for insightful customer feedback
• Promotes the customer perspective ensuring that it's reflected throughout the service and customer journey
• Champions customer obsessed culture

Manages the team

· Day to day line management of the team

• Responsible for the recruitment and selection process for new members
• Reviews and coaches the team in best practices around incident handling, regarding both communications with the customer and technical know how
• Identifies team members’ development and training needs and devising an action plan which may include coaching, buddying and/or formal training

Improves Productivity

• Looks for ways of reducing the customer effort required when resolving incidents
• Collaborating with internal teams, sharing customer feedback to identify process improvements and new and better ways of working

Experience

· Experience in leading teams, specifically from Service to Experience delivery

• Ability to build reputation and gain insights on wider business functions; quickly learn to navigate through complexity and ambiguity to resolve problems
• Previous management experience in FCA regulated environment preferred but not essential
• Relevant experience in a similar environment at management level
• Demonstrable history of successfully coaching and managing teams to continuously improve performance
• Strong team management skills with ability to demonstrate success in building, training, mentoring and developing team members
• Ability to build effective relationships with internal and external stakeholders, e.g. sales and other operational departments
• Strong track record of team leadership

Skills and abilities

• Commercially Aware
• Analytical Problem-Solving Skills
• Performance Management
• People Development

What we can offer you:

· Competitive salary

• 5% matched pension scheme
• Healthshield Cashback Plan
• Perkbox (discounted cinema, gym membership, restaurants and more)
• 25 days holiday (plus bank hols)

Our Mindsets:

Customer Obsessed - We keep the people we are serving front and centre in the decisions we make, the products and services we deliver…In everything we do

Pace - Debate, decide and do. We prioritise action knowing we are agile and can adjust on the move

Heads up ­- We are aware of how our actions impact others and look out to the market to understand what our customers want and what our competitors are doing

Restless for Improvement - We challenge the status quo and use experience, data, and insight to make things easier for our customers. We do not tolerate mediocrity and strive to make things better