Customer Experience Manager

  • Location:

    Leicester, Leicestershire

  • Sector:

    Call Centre

  • Job type:

    Full Time

  • Salary:

    £131 - £35000.00 per annum + Pension, bonus, holiday

  • Contact:

    Katie Kitson

  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Start date:


A fantastic opportunity to join an established, successful retail business in Leicester as their Customer Experience Manager.
The business boasts a fast paced and fun working environment and has recently embarked upon an exciting period of growth.
Job purpose
The ideal candidate should be able to identify and implement necessary change to improve the performance of the Customer services team to deliver an outstanding customer experience.
You should have good communication skills and be able to deliver excellent customer services and should be a confident team player with the initiative to complete duties and exceed expectations. The successful candidate should possess strong administration, analytical and IT skills, ensuring they are able to organise themselves and team members to make sure operational tasks and KPI's are maintained to the required levels for the various online marketplaces and website.
The ideal candidate should have a minimum of 3 years customer service management experience, preferably with relevant qualifications.

Duties and responsibilities
Customer services duties:
*Customer services support over the phone and email, following through enquiries from inception to completion.
*Handling inbound and outbound calls, e-mails with customers and logistics partners.
*Receiving orders and completing payment over the telephone.
*Responsible for all courier claims relating to lost and damaged goods.
*Handling customer returns documentation.
*Updating stock control and ensuring all procedures are executed correctly on IT systems when processing orders.
*Dealing with customers, sellers, and couriers to arrange order deliveries daily.
*Resolution of consumer issues and complaints including consistent follow up and escalation where necessary.
*Dealing with customer feedback on various social media portals, i.e. Facebook, Instagram, Trust pilot etc.

Management duties include:
*Managing, training and mentoring the Customer services team to ensure they provide an excellent customer experience. Providing them with necessary support so that they can perform to achieve KPI's on all online marketplaces and website.
*Ensuring good communications and relations are maintained with stakeholders.
*Ensuring all orders are dispatched on time.
*Checking all online sales channels to ensure orders are dispatched within the expected timeframes.
*Allocating/splitting orders to 3PL (3rd Party Logistics) locations on Management systems.
*Managing the returns process with the warehouse team to ensure returns are dealt with in a timely manner.
*Managing returns reporting; including weekly, monthly, quarterly and yearly breakdowns as well as figures of; back to stock, auction or scrapped.
*Liaise with the accounts team to account for the returns at month end.
*Working with Directors and management team to review and improve processes through regular meetings and be able to identify areas of improvement and provide possible solutions.
*Good working relations with 3PL companies to ensure smooth operations of logistics.
*Monitor marketplace KPI's to ensure KPI's are met and exceeded, monitor and action customer dispute resolutions and keep feedback scores to an acceptable level.
*Responsible for Social Media reviews, ensuring prompt replies / responses to comments and reviews left on social media sites, i.e. Facebook, Instagram, Trust pilot etc.
*Weekly KPI reporting including actions and outcomes of negative and neutral feedbacks, staff performance and returns performance.
*Ensuring smooth operations of carrier management.
*Training and improving customer services representative team productivity.
*Ad Hoc - assisting management with various tasks.
Person specification
Essential Skills / Experience:
*Previous experience of customer experience manager work, (preferably 3 years' experience).
*Experience of working in an eCommerce business with sales office operation and warehouse operation.
*Experience of using courier companies and delivery firms.
*Experience of working in a busy office environment.
*Experience of working with 3PL and freight forwarding companies.
*Strong IT skills including MS Word, Excel and PowerPoint and willingness to learn in-house operating systems.
*Good communication and organisational skills.
*Ability to multitask and work well under pressure.
*Degree or equivalent qualification or qualification by experience.
*GCSE English and Math Grade C (or equivalent).

This position is being recruited for on a permanent basis
Salary up to £35k + 25 days holiday + Bank Holidays, + Bonus + Pension

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