Job Description:

We are currently recruiting for a Customer Experience Manager to join our team in Langley.

OVERALL PURPOSE OF ROLE

To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.

Responsibilities/Accountabilities:

• To develop, manage and delight internal and external customer relationships with new and existing customers.
• Ensuring contract delivery is, at a minimum, in accordance with Group and client requirements
• Managing correspondence from clients and customers in a timely professional manner
• Being the ‘back stop’ point of contact for escalated queries from clients and customers
• Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
• Developing and enhancing lines of communication in accordance with client and customer needs
• Promoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness
• Ensuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo's Core Values
• Providing support and advice on procedural and technical matters
• Planning, allocating and evaluating team and individual workload to resources
• Putting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.
• Providing a working environment where people feel valued and listened to understanding your teams requirements to succeed
• Proactively promoting engagement between your staff and the community
• Effective One to Ones and PDPs
• Creating and delivering on learning opportunities for your people through effective talent management and career and succession planning.
• Promoting and encouraging information and knowledge sharing between team members
• Giving your people the tools they need and allowing them to make decisions aligned with their responsibilities
• Sharing best practice information through all people within your Account parameters
• Demonstrating to your teams that you are their example of how the Cardo core values should be lived

Skills & Experience:

• Customer-Centric Mindset
• Communication skills
• Data Analysis & Insights
• Conflict resolution and problem solving
• Team Leadership & Collaboration