Posted 3 weeks ago

Yorkshire Gas and Power (YGP) is hiring a Customer Experience Manager. If you have customer experience management experience and you are looking for a challenging role, this is an ideal opportunity to join, not only one of the fastest growing energy suppliers, but one of the fastest growing companies in the UK. This is a genuine opportunity for an individual to progress their career along with the rapid growth of YGP.
As the Customer Experience Manager, you will put the customer at the heart of everything you do and be passionate about customer service. You will work with our offshore customer service team to ensure consistent customer first experiences at each touchpoint and ensuring that the department functions seamlessly with a strong focus on operational excellence and customer satisfaction.
The Customer Experience Manager will be responsible for the end-to-end customer journey at Yorkshire Gas and Power, implementing continual process improvement to enhance customer satisfaction.

Duties & Responsibilities

  • Responsible for delivering a seamless customer experience across all stages and touchpoints in the customer journey
  • Identify and implement initiatives to improve customer activation, onboarding, and retention
  • Ensure that the customer experience team works in collaboration with all other business functions
  • Lead and manage the daily offshore customer service operations and processes
  • Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization
  • Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance
  • Manage the relationship with the outsourcing partner based offshore
  • Work closely with the outsourcing partner to ensure the customer journey is positive
  • Complete quality assurance checks on a rage of tasks
  • Write and arrange for customer communications to be sent to large numbers of customers
  • Create training, policy, and process documents
  • Provide ongoing training and support to agents
  • Respond to escalated complex quires
  • Keep ahead of industry’s developments and apply best practices to areas of improvement

Essential Skills and Experience

  • Minimum of 2 years team leader or management experience of a customer service team
  • Energy industry knowledge is essential • Able to manage conflicting priorities • Ability to produce insightful reporting
  • Excellent communication skills at all levels.
  • PC literate and competence of Word, Excel and Outlook are required.
  • High standard of numeracy, accuracy with attention to detail.
  • A self-starter who is pro-active and can set and achieve goals. • Ability to handle difficult customers • Strong organisational & time management skills.
  • Ability to recognise potential risks to the firm that should be escalated.

Benefits

  • Salary up to £30,000 dependent upon experience
  • Extensive private medical/optical/dental insurance made available to all employees following completion of probation;
  • Employee pension scheme with employer contribution
  • 37.5 hour week Monday to Friday

Apply Online

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