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Customer Experience Manager

Organisation:ESPO 

Working Hours: Full Time , Hours per week - 37 

Salary:£35,727 

Appointment Type:Permanent 

Location:ESPO, Barnsdale Way, Grove Park, Enderby, Leicester, LE191ES 

Reference:ESPO0223 

Closing date:20 September 2020 at midnight 


We are looking for someone to fill our new post of Customer Experience Manager and to manage and lead ESPO’s customer service team, with the aim of developing best in class customer satisfaction. You will effectively manage the overall operational activity and performance of the Customer Service Team by focusing on developing, implementing and embedding procedures and practises to achieve exceptional service delivery and operational targets.
         
What we’re looking for from you:  
We are looking for someone with substantial management experience in a customer contact centre who will be able to lead, develop and embed a customer service ethos and culture, across the team and ESPO. You will experienced in developing relationships, embedding change, and working in an environment where you are able to take ownership and align yourself with business goals.
     
Pivotal to the role is the ability to embed core, tested customer experience standards, processes and technologies.  You will also have:
  • Significant management experience in a complex multi-channel and multi-disciplinary Contact Centre Operations.
  • Significant experience in delivering and exceeding service KPI’s and Service Level Agreements.
  • Knowledge of best practise and service delivery in contact centres
  • Excellent leadership and communication skills

For the right person, this job represents an exciting opportunity to join a successful company and be a key player in steering its future. In addition to a competitive salary, you will also receive generous annual leave, flexible working and a company pension scheme.
  
For further details on the requirements of the role please see the attached job description.
    
We are accepting CV’s for this post, but a supporting statement outlining your skills and experience for the post is also required. Please upload both as one document to the application form.
          
For informal queries please contact Rachael Stone Browning on r.stonebrowning@espo.org


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