Senior Customer Experience Manager

Focus Resourcing Group
Cardiff (Caerdydd)
£45000 - £48000 per annum + Car allowance + bonus
10 Aug 2017
18 Aug 2017
My client is looking for a Senior Customer Experience Manager this is an operational role to join their team based in Cardiff. The role will involve achieving and maintaining service levels to all equipment customers and ensuring the smooth running of the equipment operational departments. The right person will also be responsible for driving efficiency across departments and delivering budgeted financial KPIs. Main Duties: To lead all operational functions within the Equipment division (Service Technical Support, Equipment Installations, Equipment Sales Administration, Drawing Office, Technical Operations) To ensure the timely and efficient resolution of all equipment operational service anomalies - resolving, investigating, reporting, corrective actions, training/performance management and reviewing as required Ensure documented processes are followed by teams and reviewed regularly to ensure effectiveness and maximum efficiency's and quality are achieved Responsibility for ensuring the equipment internal teams are well positioned to support developments and changes in the product portfolio as the requirement for digital technology continues to expand Development of relationships through the Equipment team in Cardiff, the Field Sales and Engineering teams to build synergy and seamless experience for customers Proactively analysing, assessing and interpreting operational performance statistics and completing a regular commentary, detailing the overall department performance, successes and identified opportunities To develop the Equipment teams internal service quality, engaging teams through appropriate motivation, developing their skills, empowering them to make a difference, enhancing their job satisfaction, loyalty and productivity Maintain Health and Safety standards within the Cardiff office, while promoting an inspiring Health and Safety culture on-site. Ensure that all required induction, basic operations and Health and Safety training is completed in a timely manner. Ensure all equipment is used in a safe manner and by authorized personnel only Essential Attributes: Knowledge and experience of a Technical Operations /Equipment Installations environment and Managing office and remote/field teams Strong interpersonal and communication skills written and spoken; able to build effective relationships with stakeholders at all levels of the organization Experience of managing a team and managing people within cross functional teams Able to demonstrate strong commercial, analytical and numerical skills for reporting, forecasting and problem solving Able to convey complex data, information and concepts to all levels of the organisation in a manner that they are able to understand The ability to work calmly under pressure to meet deadlines is a fundamental part of the role Qualified to Degree or equivalent project management qualification is desirable with proven performance skills within this role Company offer good benefits package to incorporate a company car allowance and 10% bonus based on performance. 25 days holiday bank holidays Health care Car allowance of £5000 mileage for business. Pension Some travel involved 2/3 times a month to London area. This job was originally posted as