Customer Experience Manager

Customer Experience Manager (CEM) - EBME

Field Based Nationwide (with monthly meetings in Theale, Berkshire)

Full Time – Monday to Friday – 37.5 Hours

Are you a seasoned Customer Experience Manager with a proven track record of driving exceptional customer satisfaction and operational excellence? Our client, a leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector in the UK, is looking for a dedicated professional to join their team.

In this pivotal role, you will be responsible for implementing customer-focused strategies, driving initiatives to improve processes, and enhancing the company’s brand reputation through outstanding customer engagement. Your expertise will contribute to the company’s growth by identifying improvement opportunities and ensuring seamless customer interactions.

Key Requirements

• Qualifications - Customer Service NVQ Levels 1–4 (essential).
• Experience - At least three years of UK-based professional experience, ideally within the healthcare sector or with a healthcare supplier.
• Skills - Strong people management, influencing, and negotiation abilities.
• Healthcare Knowledge - Prior experience in a healthcare-related environment is highly desirable.

This is an exciting opportunity for a customer-centric professional looking to make a meaningful impact in the healthcare services sector. If you’re passionate about delivering excellence and fostering customer trust, we’d love to hear from you!

Responsibilities

The customer experience manager (CEM) is responsible for overseeing and enhancing the overall experience that customers have within the Company. Their primary purpose is to ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty.

The CEM will play a pivotal role in helping the Company to succeed by implementing customer-centric strategies and initiatives. They will contribute to the growth of the business by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions.

The role requires the ability to manage multiple internal and external stakeholders to keep the customer needs front and centre of requirements. Supporting developmental needs with customer services, operations, new business implementation and technical teams to ensure that requirements are commercially savvy whilst also delighting the customer.

Key Accountabilities

• Primary customer touchpoint for service related issues.
• Supporting day to day service delivery processes, working closely with CCC, wider operational teams and external vendors.
• Management, production and delivery of contract KPI’s.
• Managing customer satisfaction monitoring frameworks and using data to drive focus for engagement initiatives.
• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey.
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team.
• Designing and implementing customer service standards and guidelines.
• Training and educating staff on customer-centric approaches and best practices.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.
• Interpreting customer feedback and managing internal continuous improvement plans.
• Identifying, recording, managing and reporting on the risks associated with the Customer Experience work stream.

Capability Profile

• Excellent communication skills.
• Analytical skills.
• Customer service skills.
• Problem-solving skills.
• Leadership abilities.
• Adaptability.
• Emotional intelligence.

Essential Qualifications

• Customer Service NVQ Levels 1-4.

Desirable Qualifications

• Vocational certification/s such as ICS, CCXP, CXPA.

Essential Skills and Experience

• Computer literate (Windows) to include Microsoft Office.
• Advanced Excel skills - Desirable.
• Proficiency in using customer experience tools and software.
• Must be self-motivated with a ‘can-do’ attitude.
• Excellent influencing and negotiation skills.
• Strong interpersonal & communication skills.
• Strong aptitude for dealing with ambiguity.
• An understanding of DI/Biomedical/Endoscopy and/or other medical equipment - Desirable.
• Asset management background - Desirable.
• People management skills.
• Maturity, resilience and the ability to stay calm under pressure.

Experience

• At least 5 years working with/for healthcare providers/suppliers.
• Account management to the NHS/Private sectors – Desirable.

Mobility Requirements

• Role location - Field based, Nationwide.
• UK travel - Yes.
• International travel - If required for training.

Benefits

• Royal London Pension - 5% employer contribution.
• Death in Service Scheme after probation - 4 times salary.
• Maternity - 21 weeks full enhanced maternity pay.

A DBS Enhanced Disclosure is required for all applicants.

If you have all the skills above and feel this is the role for you, please do not hesitate to contact us at One to One Personnel on 01702 46 44 44 or forward your CV to louise.sand@121personnel.co.uk.