Customer Experience Manager (Finance Team)

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Customer Experience Manager - Finance Team

Operations - Customer Support Services

Swindon, Newport, Billingham - hybrid working options

Full Time/Part Time Band D: £31,797 - £35,000 DOE

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. Our Customer Support Teams are critical in ensuring we deliver a great experience each time we interact with our customers.

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 aims to provide ease of interaction with professional, clear advice and guidance.

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.
• Analyse Customer feedback, identifying areas for improvement, and streamline processes to maximise efficiency.
• Engage with key stakeholders to build confidence and credibility in Customer Support Services.
• Ensure that the Customer Experience teams can respond quickly to high profile, time critical requests.
• Contribute to the design and implementation of Change Programmes and Projects impacting 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 with a focus on customer need.
• First class written and oral communication skills, including proven key stakeholder engagement.
• Excellent complaints handling and escalation management.
• Experience in the User Experience journey, particularly around data analytics and performance metrics.
• Any previous experience of Continuous Improvement and Change Management is advantageous.
• Advanced Excel skills - V-lookups & Pivot table.

Submitting an application

Closing date for applications is midnight on Wednesday 27th November 2024. Interviews are scheduled from: 5th/6th December 2024.

You must submit a CV and covering letter as part of the application process.

Things you need to know

To be considered, you will need to successfully obtain BPSS clearance before commencing the role. 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.

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