Customer Experience Manager

Customer Experience Manager - 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

1. Qualifications - Customer Service NVQ Levels 1-4 (essential).
2. Experience - At least three years of UK-based professional experience, ideally within the healthcare sector or with a healthcare supplier.
3. Skills - Strong people management, influencing, and negotiation abilities.
4. 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 customer needs front and center. 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

1. Primary customer touchpoint for service-related issues.
2. Supporting day-to-day service delivery processes, working closely with CCC, wider operational teams, and external vendors.
3. Management, production, and delivery of contract KPIs.
4. Managing customer satisfaction monitoring frameworks and using data to drive focus for engagement initiatives. Supporting positive NPS maintenance programs by identifying detractors for conversion.
5. Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
6. Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
7. Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
8. Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
9. Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
10. Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
11. Interpreting customer feedback and managing internal continuous improvement plans to achieve best-in-class service delivery processes and procedures.
12. Identifying, recording, managing, and reporting on the risks associated with the Customer Experience work stream.

Capability Profile

1. Excellent communication skills - you have strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback.
2. Analytical skills - part of the daily role includes analysing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey.
3. Customer service skills - you are experienced in placing the customer at the centre of decision-making and continuously strive to exceed their expectations.
4. Problem-solving skills - you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points.
5. Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization.
6. Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics.
7. Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed.

Essential Qualifications

Customer Service NVQ Levels 1-4

Desirable Qualifications

Vocational certifications such as ICS, CCXP, CXPA.

Essential Skills and Experience

1. Computer literate (Windows) to include Microsoft Office.
2. Advanced Excel skills - Desirable.
3. Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
4. Must be self-motivated with a can-do attitude and ability to work and deliver under pressure.
5. Excellent influencing and negotiation skills.
6. Strong interpersonal & communication skills.
7. Strong aptitude for dealing with ambiguity.
8. An understanding of DI/Biomedical/Endoscopy and/or other medical equipment and hospital working practices - Desirable.
9. Asset management background - Desirable.
10. People management skills: persuasion, negotiation, and appropriate authoritative influence.
11. 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; this is inclusive of Statutory Maternity pay. Plus, after the employee has returned from Maternity Leave for 3 months, a 10% bonus will be paid, with a commitment to work for 6 months plus.

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 or forward your CV.