Customer Experience Manager | Vacancy | Vanarama

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Customer Experience Manager

  • Location: Hemel Hempstead
  • Employment type: Permanent
  • Start Date: ASAP
  • Salary: £45,000 DOE
  • Hours: Mon-Thurs 8:30 - 17:30, Fri 9:00 - 17:00

Job Purpose

You will drive the delivery of an outstanding customer experience to Vanarama customers across all channels. Leading a passionate team of customer service advisors you will create and maintain the best possible customer journeys using data, customer and colleague insights and experience in best practice.

Specific Measures of Success

 

  • Achieve an NPS score that consistently exceeds 70.  We are currently at 61.
  • Work with our renewals team to maximise customer engagement and increase renewal rate to over 50%. We are currently around 30%.
  • Design and implement a comprehensive training programme for Customer Service Advisors to ensure highest levels of 'One Call Resolution'.
  • Create an outstanding customer onboarding process to maximise engagement and customer satisfaction
  • Work in collaboration with our Business Improvement Manager; identify and remove key customer pain points in each customer journey and deliver essential enhancements that will reduce customer effort
  • Design and implement a customer service dashboard covering the most important metrics that will deliver improved customer engagement and delight
  • Produce a resource plan for the customer service support team to ensure optimum levels of customer support throughout the working day reducing missed calls and increasing speed of response
  • Create processes to identify key trends in customer recurring issues and design solutions with a goal to eliminate them from the business
  • Design customer surveys to provide the most valuable actionable insights for the business
  • Create a clear process so that Helpdesk tickets raised are genuine 'service desk' issues and increase the speed of closure
  • Introduce a 'Voice of the Customer' programme across the business
  • Monitor key best practice in other industries and organisations to bring the latest thinking in customer experience to Vanarama
  • Work with our Lead Architect and Business Improvement Managers to deliver an outstanding knowledge base system driving improved customer interactions with both agents and chatbots. This should also translate into increased customer self-serve activity

Core Competencies

 

  • Customer Focused
  • Ability to demonstrate Innovation & Change
  • Teamwork
  • Strong Personal Effectiveness
  • A passion for Self-Development
  • Excellent Job & Company Knowledge
  • Results Focused

 

Specific Competencies

 

  • Ability to demonstrate Business Process & Analysis
  • Strong Leadership Skills
  • Excellent People Management
  • Ability to develop Strategy & Vision

 

Personal Skills Required

 

  • High levels of written & oral communication
  • Advanced Excel skills
  • Strong presentation skills
  • Strong in analysing data and finding trends and outcomes

 

Personal Characteristics

  • Integrity
  • Strive for excellence
  • Energy
  • Resilience
  • Intelligence
  • Curiosity
  • Family Values
  • Empathy
  • Persuasiveness
  • Decisive

Interested in this role? Please send your CV and Covering Letter to jon.gilbert@vanarama.co.uk

 

 

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