7 days ago
Deadline: 23 February 2021
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JOB TITLE: Customer Experience Manager
REPORTS TO: Customer Experience Floor Manager
SUPERVISES: 12 x Customer Support Advisors
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.
Drives Customer Loyalty
Manages the team
· Day to day line management of the team
· Experience in leading teams, specifically from Service to Experience delivery
Skills and abilities
What we can offer you:
· Competitive salary
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