Role: Customer Experience Manager 
Location: Hemel Hempstead
Salary: £42k to £45k per annum 
Perm / Full time office

We are currently recruiting for a Customer Experience Manager to join our team in Hemel Hempstead.

OVERALL PURPOSE OF ROLE

To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.

Responsibilities/Accountabilities of a Customer Experience Manager:

• To develop, manage and delight internal and external customer relationships with new and existing customers.
• Ensuring contract delivery is, at a minimum, in accordance with Group and client requirements
• Managing correspondence from clients and customers in a timely professional manner
• Being the ‘back stop’ point of contact for escalated queries from clients and customers
• Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
• Developing and enhancing lines of communication in accordance with client and customer needs
• Promoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness
• Ensuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of our core values.
• Providing support and advice on procedural and technical matters
• Planning, allocating and evaluating team and individual workload to resources
• Putting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.
• Providing a working environment where people feel valued and listened to understanding your teams requirements to succeed
• Proactively promoting engagement between your staff and the community
• Effective One to Ones and PDPs
• Creating and delivering on learning opportunities for your people through effective talent management and career and succession planning.
• Promoting and encouraging information and knowledge sharing between team members
• Giving your people the tools they need and allowing them to make decisions aligned with their responsibilities
• Sharing best practice information through all people within your Account parameters

Skills & Experience:

• Social housing experience in essential
• Customer-Centric Mindset
• Communication skills
• Data Analysis & Insights
• Conflict resolution and problem solving
• Team Leadership & Collaboration

Apply with your updated CV or call Leah Seber at Build Recruitment

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.