Customer Experience Manager - City Of Johannesburg Metro Verfied

R 45000 per month City Of Johannesburg Metro, Gauteng City Of Johannesburg Metro, Gauteng more than 14 days ago 24-10-2016 6:54:11 AM
21-11-2016 6:54:11 AM
About the Role:

International Business Process Outsourcer that adds value to their clients by delivering contact centre solutions to transform business performance. They are currently seeking a Customer Experience Manager who will own the Discovery and Continuous Improvement agenda.
Purpose of the Role:

Responsible for the identification of issues impacting the customer experience and delivery of required resolution locally or, where appropriate, escalating to a wider team in the UK for resolution to support the ongoing transformation of customer service centres in line with service delivery ambitions. Reporting directly to the Head of Customer Service SA. This role requires strong relationship management in building and maintaining effective stakeholders relationships across the global stakeholder matrix that supports the partnership.
Duties Include:

• Ensure quality of service by effectively monitoring and regularly reviewing performance
• Utilize operational insight and variety of data to understand dissatisfaction and take appropriate action to support strategic partners to improve where required and escalating appropriately
• Recommend improvements and identify risks impacting People; Process; Customer; Commercial; Regulatory and Risk
• Improve the customer journey and contribute to achievement of key business performance measures
• Identify risk and issues impacting people engagement which present risk to the future success in achieving Service Delivery
• Implementing initiatives in line with strategic plans to create digital customer service centres and improve NPS and Customer satisfaction
• Use knowledge of UK retail and regulatory market to raise awareness
• Support the planning team in reviewing forecast requirements and the translation into operational resource plans and support strategic partner in execution of plans to ensure consistent service delivery
• Manage stakeholders effectively within the partnership and internally in maintaining effective communication and regular engagement with front line advisors to executive board members
• Supporting local initiatives with corporate social responsibility to deliver sustainable economic, social and environmental benefits
Requirements:

• Matric essential
• 3 years’ experience within a similar role
• BPO knowledge experience essential
• Local (extensively) and international travel required
• UK retail market advantageous
• Knowledge of UK FS Regulatory requirements
• Experience with working digital channels (Social Media, Webchat)

What to include:

• Detailed cv (Please include month and year employed)
• Reason for leaving last employ
• Current salary
• Required salary
• Motivational letter
• Please indicate race for BEE purposes