Location: Newcastle
Salary: £40,000 + Bonus
Job Type: Permanent
Job ID: 168676
Customer Journey Manager - Contact Centre - c£40,000 + Bonus + Benefits
My client is looking to recruit a dynamic, enthusiastic and customer focused Customer Journey Manager to join their rapidly expanding operation in Newcastle. We are looking for a someone with a strong contact centre background that is passionate about customer experience and process improvement, making sure the customers are at the heart of every decision.
Office based role! Covid security measures are in place which includes weekly testing for all employees!
Responsibilities:
Full ownership of creating, executing, and delivering the full end to end customer journey
Working across multiple departments to align processes to ensure customer receive a Best in Class experience.
Analyse data to deliver insight and recommendations
Identify improvement opportunities
Be passionate about customer experience, working with other senior leaders to continuously develop the company’s CX strategy
Working with other senior leaders to deliver operational improvements in line with the wider business strategy
Looking for new and innovative technology to enhance the operation or performance of systems
About you:
Previous experience in a senior contact centre role within leadership or customer experience
Passionate about customer experience
Previous experience in continuous improvement
Experience in managing change in a fast paced and agile environment
Ability to interpret contact centre data and make recommendations to improve processes and CX
Ability to work under pressure, manage your time effectively and work on your own initiative
Ability to influence and engage both internal and external stakeholders
Excellent analytical, decision making and problem-solving skills
Self-motivated, ambitious and determined
Ability to manage and drive performance
Excellent communication skills at all levels
Key words: Customer Journey Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Service Manager, Contact Centre Manager, Operations Manager, Customer Journey Mapping
Salary up to circa £40,000 DOE + Bonus + Benefits
Please apply immediately via the link…
Matt Lazenby