Customer Experience Manager - Great Culture - Ideal Location

Role: Customer Experience Manager

Location: Leeds City Centre

Hours: Full Time (Office Based)

Start Date: ASAP

Salary: Up to £48K DOE

Office Angels are proud to be bringing you this amazing opportunity to work with a successful and growing business who have offices around the world.

We are looking for a Customer Experience Manager who will continuously learn from and listen to their teams along with nurturing talent by ensuring they have access to great resources. As an ideal candidate, you won't be just people-focused, you will be people-obsessed! Not just for your team but the customers too. You will be a role model who motivates and leads by example.

Leading a team of 25 staff means the core of this role is people management and working closely with your team - it's not just about meeting targets and deadlines. You will be positive, passionate and have a hands-on, can-do attitude.

As a member of the Leadership Team, you will report directly to the MD of the business. You must be confident with reporting on processes and figures at monthly meetings as well as creating daily reports.

We are especially keen to speak with candidates from a Beauty/Fashion/Boutique Retail background who have been in a Customer Service Management role which included interaction with customers by Telephone, Email and Social Media.

Brief Overview of Responsibilities:

  • Create a positive, motivational environment for the Customer Service Team whilst coaching Team Leaders to ensure their teams are performing against targets

  • Set key objectives for the team on a daily, monthly and project basis

  • Push for continuous improvement by ensuring that the team has all the necessary training to enable them to be confident and proficient in their roles

  • Ensure the team have a key understanding of Consumer Trading Laws and Standards, providing training where needed

  • Manage and investigate complaints and anomalies to understand the root cause, implementing processes as required

  • Conduct regular one-to-one's with your team

  • Report on daily KPIs, analyse operational data, manage the forecast and create monthly presentations as part of the UK Leadership Team

Skills and experience you'll need to succeed in the role:

  • Experience in a Customer Service Management role within businesses such as Beauty/Fashion and Boutique Retail

  • A positive, people-focused approach to management

Whilst we'd love to get back to every applicant, it isn't always possible. So, if you haven't heard from us within 3 days, please note that your application has not been successful on this occasion.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Mo McHugh