Closing Date: 30th December 2024
Vidu are working on a super exciting assignment in the search for a Customer Experience Manager on behalf of a rapidly growing, technology focused eCommerce distribution business.
This is an office based role out of Hayes.
£35,000-£40,000 basic salary (dependent on experience) 25 days holiday plus statutory, pension, package and excellent opportunities for career development and progression.
Our client has engaged with Vidu VIP to commence the initial search.
Our team of dedicated consultants will be your first point of contact when applying for this role.
Your Mission:
You will be directly responsibility for managing the Customer Experience Team and be an escalation point of contact for the existing customer base.
The role is a mix of accompany Key Account Managers (Sales) with customer site or in house visits, meetings via Teams/Zoom, close work with Cross border offices around the world or ad hoc visits.
You will also need to be able to think creatively to solve problems, be persistent, eager to learn and have a clear communication style (verbal and written).
Internally you will be supported by a wide range of people and departments and will take part in projects, problem solving, solution building and customer performance reporting. You will also have regular reviews with your manager as well as ongoing opportunities to discuss training and development needs.
Key Responsibilities:
Managing Customer Experience team (currently team of 2)
Escalation point for customer enquiries and complaints.
Preparing performance reports for key customers and observing if there any anomalies.
Attending customer meetings and visits.
Close work with various departments internally in building knowledge base and perfecting processes.
Training team members (face to face or via Teams) to ensure all are cross trained in departmental tasks in order to be able to cover department in Manager’s absence.
Spotting, analysing and escalating service issues to relevant team.
Taking part in monthly Sales meeting by presenting departmental statistics and bringing up topics to discuss.
Submitting claim data for Finance team each month and each quarter.
Completing team’s performance reviews (once a year); approving holidays and similar.
Additional Responsibilities:
Ensuring you stay up to date with company products, services and solutions and taking part in training sessions.
Supporting colleagues and customers with peak preparation tasks.
Maintaining current info database which serves as a training and knowledge tool.
Close work with contacts in other offices – worldwide and HQ in SE.
Supporting your Line Manager with tasks or/and ad hoc duties.
Attending monthly 121s with your Line Manager.
Proven track record in Customer Service/Customer Excellence.
General knowledge of logistics or preferably postal logistics.
Previous Management experience.
Immense attention to detail.
Highly motivation.
Excellent organisational skills.
A real team player within a business as collaboration is key within this business.
Strong problem-solving and decision-making capabilities.
Ability to multitask and manage time effectively.
Good working knowledge of Excel, Power Point, Word.
