Customer Excellence Manager

From £25,000 to £28,000 per annum
11 Aug 2017
26 Aug 2017
Contract Type
Full Time
Who We Are:

As one of the UK’s leading home repairs and services companies with a network of over 500 fully qualified engineers throughout the country, we pride ourselves on being the best at what we do.

Whether it’s plumbing, heating, electrics, drainage or locks which need our attention, we strive to offer the best possible customer service and to simply, do things the RIGHTIO way.

Every member of our team is dependable and fully trained to deliver the best service possible. Our aim is to give our customers peace of mind, so that when they have a home or business emergency and need to get things repaired, we get it done right. Every single time.

Role Description:

The successful candidate will be the customer’s voice. You will be responsible for delivering a first class customer service to all customers and ensuring your team are complying with the standards that you set that are in line with the business objectives.

As the Customer Excellence Manager you will be a strong people manager who will have foresight and vision to develop a committed and customer focused team. You will lead, support and improve the customer service department ensuring both engineer and customer enquiries are dealt with effectively and efficiently. You will have the aptitude to identify, recommend and implement improvements to the overall improvement of our customer interaction.

You will design and implement reports to improve the reporting of upheld complaints, compensation awarded, feedback logs and your team’s performance.

You will have 4 direct reports, these are split into 2 teams. One of these teams deal with all customer complaints, queries, refunds whilst promoting and installing a customer focused culture throughout the business.

Your other team are responsible for the maintenance, retention, admin and all queries relating to our Care Club product. You will be responsible for the overall retention rate, service and delivery of the product as well as developing the product.

You will report directly into the Head of Contact Centre and will be expected to liaise with key stakeholders and senior management.

Key Responsibilities:

·Develop and implement plans to ensure that a high quality, consistent standard of customer service is delivered in line with business objectives, budget and KPI’s

·Develop and implement a case allocation, daily workload planning and adjustments

·Be able to analyse data, trends and root cause

·Real time coaching, training, learning and development and performance management

·Quality checking

·Continually review and maintain an appropriate operational framework

·Develop and implement a complaints compensation matrix and ensure 100% adherence

·Create training materials based on data analysis to ensure there is continuous improvement in our Customers journey

·Liaise with all departments but in particular the call centre and L&D

·Identify and implement process improvements to our current complaints and Care Club data base

Essential and Desirable Criteria:


·Experience of working within a high volume complaints environment

·A minimum of 2 years managing a team

·Proven leadership

·HR knowledge


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