Head of Customer Experience - Crawley

Basic salary 70k + Bonus
Ref: 406 Date Posted: Monday 10 Jun 2024

Seeking an experienced Customer Service Manager with strong team leadership skills, impeccable ability to absorb detail, passion for delivering outstanding customer experience, looking to make a bigger impact.

Top reasons to join this Client:

  • Starting Basic Salary to £70k per annum.
  • + Company Bonus Scheme.
  • Work from well-equipped offices in the Crawley Business District.
  • Prestigious and well-established Designer, Manufacturer & Supplier of Interior Products.
  • New role owing to continued company growth.
  • Excellent career progression as the company continue to scale globally.
  • Opportunity to impact this luxury brand, ensuring outstanding customer experience.
  • Rewarding blend; hands on customer service & order management & team leadership.
  • Collaborative team approach & fast paced company culture.
  • 21 days holiday with an additional 2-4 days off every Christmas.
  • On-site Gym, Pension, Monday to Friday 5 days on site, 7.30am-4.30pm.

Core responsibilities will typically include:

  • Training & leading a small team.
  • Hands on responsibility for all customer service, orders, admin & problem resolution.
  • Maintaining ticketing system in HubSpot.
  • Overall responsibility for success of team, implementation of new processes.
  • Managing and acting upon customer feedback and NPS, ensuring continuous improvement.
  • Establishing best practice and strategy.

Essential Qualifications, Skills & Experience:

  • Hands on experience leading a customer service, customer success, customer experience or sales order management team.
  • Previous experience gained working in a high growth product-based business.
  • Proven success in defining and delivering customer excellence / success strategies.
  • Experienced handling a high volume of customer emails and calls.
  • Natural communicator, highly organised with exceptional attention to detail.
  • Passionate about delivering exceptional Customer experience.
  • Competent on MS Office Suite
  • Natural affinity with data, & utilising this data to drive improvement.
  • Used to working with a CRM, order management system or ticketing system.
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