Customer Experience Manager

  • Department / Function
  • Contact Centre
  • Location
  • Bibendum - Bristol
  • Contract Type
  • Permanent
  • Working Pattern
  • Full-time
  • Job Advert Description
  • Working with Head of Customer Operations and the Senior Bibendum Wine Sales Teams, the customer experience manager will be responsible for driving a positive customer experience through the leadership of the Bibendum Wine Contact Centre in accordance with SLAS, Business Processes, KPIs and Objectives.

    What you'll do

    • Manage and develop a team of Contact Centre Team Leaders responsible for the the primary stages of the customers experience. ( Customer Ordering, Customer Care, E Services)
    • Identify and drive effective change through the Contact Centre to support an improved customer experience.
    • To ensure that all new processes and procedures outlined in the Contact Centre Strategy are implemented and used effectively by the team.
    • Build a framework to drive the performance of your team to achieve Contact Centre Standards, Business Kpis, Slas’ and Objectives.
    • Deliver motivational leadership to the customer care team, facilitating in problem solving and first contact resolution.

    About you

    • You'll have demonstratable Contact Centre Management
    • Commercial Accumen
    • Strong management skills – ability ti influence/engage at all levels/functions
    • Ability to run numerous tasks/activities/projects simutaneaously
    • Results focused
    • Coaching skills
    • Creative thinking

    What we offer

    This is a place for people who enjoy the buzz of constant change. We offer a range of excellent benefits as well as great on-site facilities. You can expect:

    • 25 days’ holiday (plus bank holidays) - with the option to buy a further week
    • Bonuses – personal and company performance
    • Pension scheme
    • Health insurance
    • Life assurance, plus access to staff sales, childcare vouchers and a cycle to work scheme, and a whole lot more! 
    Bibendum is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
  • Full job description
  • Customer_Experience_Manager_Bib.pdf