Client Experience Manager

 

Main characteristics

Location

Welshpool, Powys

Company

Prince Personnel Limited

Salary

£30000 - £35000/annum

Employment type

Permanent

Category

Sales

Job summary

Client Experience Manager

Welshpool

Permanent

£30,000 - £35,000 depending on experience

Monday Friday 9am 5pm

Our expanding client, based in Welshpool are looking to recruit a permanent Client Experience Manager to join their well-established team. This is a newly created role to the organisation, as it follows a period of great success and growth, with the core purpose to ensure that the service provided to clients is first class. We want someone who is passionate about customer services, can build fantastic rapport with your business clients and be a real problem solver to manage any issues.

Responsibilities and duties will include, but not limited to:

* Ensure a close working relationship with your regular key clients so you understand their requirements and any potential issues they might be experiencing.

* Be a leading person in driving new ideas and processes to make the clients experience and journey with you as good as possible.

* Maintain and analyse the organisation's ticketing system to track client inquiries, issues, and requests.

* Ensure timely and efficient resolution of client tickets and escalate issue to the Senior Account Manager where needed.

* Identify trends and areas for improvement based on ticket data.

* Develop and execute client satisfaction surveys on a quarterly.

* Collect and analyse feedback to gauge overall client satisfaction.

* Collaborate with teams to implement improvements based on survey results via a feedback loop that improves the systems.

* Develop training programs for Client Administrators to optimise their use of our products and services to ensure our clients always get the best possible response.

* Foster effective communication between teams and departments regarding client-related issues and processes.

* Ensure all employees have access to client-related information necessary for improved service delivery.

* Evaluate and streamline internal processes related to client interactions.

* Identify bottlenecks and inefficiencies and propose solutions for enhanced productivity.

* Administration of the ISO quality systems.

* Develop and maintain key performance indicators (KPIs) for monitoring client service quality.

* Regularly assess and report on client performance metrics to guide improvements.

Skills and Experience

We are looking for a passionate customer services professional that has ideally come from an account management or customer service management background (or similar). We need you to be a fantastic communicator, both internally and externally, and an excellent problem solver to ensure you are supporting you clients and resolving any issues they might be facing. The company are going through a fantastic period of growth, and they feel this is an amazing time for someone to come into this role and make a real difference to how the company will evolve in the years ahead. Therefore, we need someone who can hit the ground running and have that experience to quickly evaluate things in the company and support with new ideas and process improvements. We do need someone who is happy to commute to Welshpool each day as for the foreseeable future, this will be a 100% office-based role.

The application process:

Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.

We will carefully consider your details and advise you if we're able to progress with your application within 72 working hours. If you do not hear from us within this time your details wont be retained. So, if you're not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.

About Us

Prince Personnel are an employment agency working on behalf of our client. Whether youre seeking a new permanent position, temporary assignment or contract youll find us easy to deal with. Located in thriving Telford, we focus on jobs in Shropshire, Staffordshire and North Wales. Prince Personnel specialise in commercial, accounts and finance and technical recruitment. With the best jobs around we are an independent agency working hard for you.

Reference: DE25955