Consumer Experience Manager - Hooton Roberts, Rotherham
- Post Date:9th September 2020
- Views 243
- Salary Competitive Plus Benefits
Core Responsibilities And Tasks
The Consumer Experience Manager is responsible for ensuring every consumer who makes contact with the team, receives the best possible experience and leaves with a positive impression of our company and service. Your team’s objective is to INSPIRE and IMPRESS our consumers throughout their journey with us, whether that be dealing with general enquiries, complaints, social media interactions, live chats or online reviews.
As a leader in our business, your role is responsible for the transformation and development of our consumer services team. Our team should represent our brands in an authentic and modern way, while being highly motivated and engaged with our consumers and their needs. The team need to be aware how social media works and the affect that positive or negative sentiment can have on a brand and business. You should take a proactive and forward thinking approach to consumer services always striving to provide a better service and increasing efficiency of processes – always challenging the norm.
This role needs to quickly develop excellent, influential relationships with our key external CS team leaders (i.e. B&Q) to ensure they trust and respect our team and our processes. Alongside this, you will also be responsible for building and maintaining robust channels of communication amongst our internal stakeholders. Through this communication, you will feedback the voice of the consumer and initiate the correct call to action to ensure alignment and consistency among the wider business.
Your team need to be highly responsive, calm under pressure and remain positive throughout all engagements with the consumer, adopting the right tone of voice and brand awareness.
Team Development – Develop and sustain a positive team environment displaying high levels of motivation and excellent team spirit. Identify individuals’ strengths and weaknesses within the team and work closely on development. Ensure the Customer Service team is trained to a market leading standard to deliver excellent service to our consumers. The managers role also includes recruitment and disciplinary actions when necessary.
Processes – Establish and implement measurable performance metrics to ensure the team is working to their full potential. Interprets and applies relevant departmental policies and procedures to ensure compliance is met.
Reporting – Reviews daily/monthly reports to analyse process cycle times, workflow volumes, consumer satisfaction and handling times. Reviews and highlights any common trends in complaints and queries. Prepares and presents monthly management data. Use metrics to provide feedback to the leadership team and make recommendations that aid and influence product and marketing decisions.
Required: A-level Qualifications Or Equivalent
KNOWLEDGE & EXPERIENCE: Required
- Multiple years of consumer service experience
- Consumer service team management
- Excellent people and organisational skills
- Excellent verbal and written communication skills
- Excellent knowledge of social media platforms: Instagram, Facebook and Twitter.
- Excellent presentation skills.
- PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required.