Customer Experience Manager
Are you passionate about delivering an exceptional Customer Experience? Do you have excellent communication and interpersonal skills, with the ability to collaborate and influence at all levels? If so, come and join EDF as a Customer Experience Manager!
The Opportunity
As the Customer Experience Team Manager, you will be responsible for overseeing and enhancing the overall customer journey and satisfaction of the Mid Market products and services. This role involves analysing customer feedback, identifying pain points in the customer experience, and implementing initiatives to improve customer satisfaction and loyalty.
Pay, benefits and culture
Alongside a salary starting from £54,400 and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives. Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts, and employee pricing.
Flexible working means you can work from home (if you wish), and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively.
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity, and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility. We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
Kate Richards says, “I have had amazing support and have been progressive, in just over a year I was promoted to Team Manager. I have since moved again, trying a different direction working behind the scenes in Enablement where I support with educating, equipping and engaging sales teams. I would encourage anyone who is interested in a new job or looking at development opportunities to apply within EBS.”
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
You’ll be responsible for the creation and monitoring of Customer Experience measurements at different touchpoints of the entire Customer Journey. You’ll analyse customer feedback and data to identify trends, issues, and opportunities for improvement. You’ll use this to develop and implement strategies to improve the overall customer experience across all touchpoints.
You’ll collaborate with cross-functional teams such as sales, product development, and customer contact to ensure a cohesive customer experience. You’ll train and coach staff members on delivering exceptional customer service.
You’ll resolve escalated customer issues and complaints in a timely and effective manner, and you’ll drive initiatives to increase customer retention and loyalty.
Who you are
Being a Customer Experience Manager at EDF means having a proactive and creative mindset to evolve our customer experience to drive more value. You’ll have demonstrable experience managing change and transformation.
You’ll have the ability to assess insights and “health checks” and drive satisfaction, adoption, retention and reduce churn. You’ll have an entrepreneurial drive on how to grow and retain customers and customer first mindset.
You’ll have excellent relationship skills to independently host business reviews, attend industry events and hospitality. You’ll also serve as the “voice of customer” and provide internal feedback on how we can better serve them to maximise customer value, business/process improvement ideas and drive change.
We’re looking for someone with proven experience of Team Management with a strong emphasis on tailoring services to TPI and customers’ needs. You’ll also have experience in owing, tracking, and measuring the success of your team.
If this sounds like you then we’d love to hear from you!
Closing date for applications: Monday 1st April 2024
For any queries on this role, please contact laura.woollaston@edfenergy.com
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