CUSTOMER EXPERIENCE MANAGER
CUSTOMER
EXPERIENCE
MANAGER
Due to business growth, we are looking for a friendly and experienced Customer Experience Manager to join our team.
CLOSING DATE: NA
LOCATION
Huddersfield/UK/Nationwide
Unit 9, Fieldhouse Industrial Estate, Old Fieldhouse Lane, Huddersfield, HD2 1 FA
3 Millfield Road, Cottingley Business Park, Bingley, West Yorkshire, BD16 1PY
SALARY
A competitive salary and remuneration package is on offer.
START/FINISH TIME
Shift patterns available
Mon-Thu 06:00am-16.30pm
Tue-Friday 06:00am-16:30pm
JOB DESCRIPTION
Bespoke Stairlifts is leading installer of stairlifts based in Bingley, servicing, customers and dealers around the world.
You will have full responsibility in leading the company to deliver excellent service to our elderly and more vulnerable mobility-dependent clients. Running a team of installation and service engineers in the field; ensuring any issues raised are dealt with to the agreed timescales.
You will preferably have a customer service background with previous experience in a similar role. You will excel in planning and organisational skills and the ability to develop a strong technical capability, gain an understanding of the installation, service and warranty processes within the company.
You will be able to educate, coach, mentor and support colleagues to achieve exceptional levels of customer experience and be totally confident working in a team environment.
Within your new role as Customer Experience Manager, you will be expected to deliver a first-class customer service throughout the customer journey. You will be expected to identify and implement improvements to service, you will be the voice of the customer, define the strategy and direction, lead by example and work closely with the Commercial Director, and Head of Sales.
This is a full-time, permanent position. A competitive salary plus benefits are offered with the role.
- Salary dependent on experience
- Workplace Pension
- Onsite Free Parking
- BUPA Healthcare Cash Plan
- Fun, fast-paced working environment
- Opportunities for progression
To register interest please contact HR@bespokestairlifts.co.uk with your full CV and covering letter.
RESPONSIBILITIES
Responsible for ensuring that all installations deliver a quality product in an efficient, cost-effective and timely manner, providing first-class customer satisfaction
Responsible for overseeing warranty and parts revenue, and ensuring that each customer has delivery of continuing support during their journey with Bespoke
Responsible for scheduling work for our fitting teams and other external contractors ensuring that the department is efficient and cost-effective
To attend site to oversee any issues that may arise with all services and installations, ensuring health and safety is adhered to, site housekeeping standards are maintained, and the client is satisfied with the delivery
- To develop excellent working relationships with external and internal stakeholders including customers, suppliers and dealers
QUALITY
- To work with the Commercial Director to collate data from both internal and external sources to provide evidence of quality issues and costs
- To maintain professional and technical knowledge by attending training opportunities
- To maintain quality services by establishing and enforcing organisational standards
- To respond and resolve customer issues in a timely and effective manner
- To work in accordance with health and safety regulations, and also ensuring the health and safety of all staff who report into the position
- Any other reasonable duty that may be assigned
- To comply with Bespoke Stairlifts Quality Policy and objectives in every aspect of own work
SKILLS / KNOWLEDGE / EXPERIENCE
- Previous experience and strong knowledge of the mobility industry is a desirable, but not a requirement
- Excellent planning and organisational skills with the ability to bring installations and servicing of lifts on time and in order
- Excellent product knowledge, keeping up to date with industry and new product developments
- Strong technical capability is a desirable but not a requirement, of installation and servicing processes
- Ability to demonstrate empathy and understanding for the needs of the client with a calm and polite approach
- Good commercial and business acumen
- Excellent people management skills, with the ability to provide strong leadership and direction
- Excellent IT skills
- A positive ‘can do’ attitude with the ability to work under pressure and meet deadlines
- Excellent attention to detail with effective time management skills with the ability to prioritise tasks
- A strong communicator with the ability to demonstrate excellent written and verbal communication
- Excellent attention to detail, with the ability to work in an organised and methodical manner
- The ability to demonstrate effective time management and prioritise tasks;
- Excellent communication skills with the ability to communicate with both internal and external stakeholders
- The ability to use own initiative when identifying the appropriate course of action in resolving a customer complaint, ensuring a logical thought process is applied and delivered
BESPOKE ARE AN EQUAL OPPORTUNITIES EMPLOYER
BESPOKE ARE AN EQUAL
OPPORTUNITIES EMPLOYER
Email your CV and covering letter to:
Email your CV and
covering letter to:
APPLY FOR THE POSITION HERE
APPLY FOR THE POSITION HERE