Customer Experience/Success Manager, Office Angels

Customer Experience/Success Manager

Office Angels

Location:

United Kingdom, Kingston Upon Thames

Category:

Customer Service

Contract Type:

Not provided

Salary:

43000.00 - 47000.00 GBP / Year

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Job Description:

If you're excited about creating memorable customer experiences and want to be part of a company that has seen significant growth and change and wants to be part of the next phase of growth and culture then this may be the perfect position for you.

Job Responsibility:

Lead and inspire a dedicated team of 2-3 customer service representatives
Act as a role model for outstanding customer service and uphold the organisation's brand values
Manage escalations and resolutions for customer complaints
Conduct annual appraisals and identify training needs for Work Instructions
Champion the voice of the customer within the organisation
Oversee timely handling of customer inquiries and ensure accurate responses across all channels
Manage customer orders, dispatches, and returns with efficiency
Facilitate timely invoicing and monitor outstanding orders
Serve as the designated superuser for the SAP ERP system, ensuring best practises are followed
Produce monthly reports on customer experience metrics and monitor feedback from CSAT surveys

Requirements:

5+ years of experience in customer service management, including team leadership
Familiarity with SAP and a proactive approach to process improvement
Exceptional communication skills, both oral and written
A solution-focused mindset with a willingness to go the extra mile
Ability to work collaboratively across various functions

What we offer:

25 days of holiday plus bank holidays
Health Insurance:Vitality
On-site Parking: Convenient parking on-site
Enjoy a vibrant office atmosphere

Additional Information:

Job Posted:

March 27, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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