Customer Experience Manager

Customer Experience Manager
Operations – Customer Support Services
Swindon, Newport, Billingham – hybrid working options
Band D: £32,751

Do you have a passion for providing the highest level of Customer Service?

Do you strive to make a difference to improve Customer Experience?

If so, we would like to hear from you.

Here at UKSBS, we are proud to deliver a range of efficient, scalable, and expert Finance, HR and Payroll, Procurement and Business IT services helping the advancement of the UK’s economy and society. We are motivated by a desire to deliver high quality, efficient and reliable service to over 25,000 civil and public servants, employed by our clients.

Our employees are very important to us and we always try to go the extra mile to look after them. We offer flexible and family friendly working arrangements, generous annual leave, a supportive and inclusive work environment, and opportunities to learn and grow with us.

Our Customer Support Teams are critical in ensuring we deliver a great experience, each, and every, time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people, who empathise and respond to customers in the most effective and appropriate way.

Leading the Customer Experience Team, you will work closely with the Operations and Senior Operations Manager to shape the Customer Experience team in line with the Customer Strategy. The team are a high performing and customer focused whose aim is to provide ease of interaction with professional, clear advice and guidance. We endeavour to add value and are always looking for an opportunity to improve, whether it is through making better use of systems and technology or by simplifying the way we work. That is why we take feedback seriously, celebrating the achievements and making changes where we can to enhance the customer experience.

Key responsibilities will include:

• Lead and motivate a team of Customer Experience Advisors, providing coaching and support to ensure consistent delivery of a customer focused service
• Continuously monitor, analyse and evaluate customer experience metrics, identifying opportunities for continuous improvement and implementing corrective actions
• Analyse Customer feedback, identifying areas for improvement, and streamline processes to maximise efficiency
• Engage with key stakeholders internally and externally to build confidence and credibility in Customer Support Services and help influence senior level decision making.
• Ensure that the Customer Experience teams can respond quickly to a variety of high profile, high impact and time critical requests in line with agreed timescales/SLAs and with a customer centric focus.
• Contribute to the design and implementation of Change Programmes and Projects which directly impact Customer Experience
• Deputise for the Operations Manager and your team when required.

To do this role well you will need:

• A strong work history gained within a Customer Services environment
• Proven experience of managing high performance teams across multiple disciplines with a strong emphasis on tailoring services to customer need
• First class written and oral communication skills, including proven key stakeholder engagement
• Excellent complaints handling and escalation management
• Ideally experienced in the User Experience journey, particularly around data analytics, trend and other related performance metrics
• Any previous experience of Continuous Improvement and Change Management would be distinctly advantageous
• Advanced Excel – V-lookups & Pivot table

Submitting an application

The closing date for applications is midnight on Monday 27th January 2025. Interviews are scheduled from: week commencing 3rd February 2025.

You must submit a CV and covering letter as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.

We reserve the right to close the vacancy early if we receive a high volume of quality applications.

Things you need to know

To be considered, you will need to successfully obtain BPSS clearance before commencing the role, obtaining clearance usually takes 5-10 working days.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

Working pattern

We work full-time hours across a 37-hour week.

In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.

Benefits

• A generous annual leave allowance
• Flexible working and family friendly policies
• Excellent defined benefit pension scheme
• Cycle to work scheme
• Season ticket loans
• Employment Assistance Programme
• Childcare scheme and on-site nursery (at our Swindon office)

Inclusion, accessibility, and adjustments

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please contact our recruitment specialists.

For more information on UKSBS, please visit www.uksbs.co.uk.