Customer Experience Manager - Contact Centre

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Description
Exciting Opportunity Alert! Join Rendall & Rittner as a Customer Experience Manager to train, mentor and manage a new team!

Are you looking for a rewarding challenge? Rendall & Rittner, an acclaimed Residential Leasehold Property Management company, is on the lookout for a Customer Experience Manager. This is an incredible career opportunity with a fantastic package.

Position: Customer Experience Manager

Location: Office Based - 56 Duke of Wellington Avenue, Royal Arsenal, London , SE18 6SS

Working Hours: 37.5 hours a week

Salary: Not just competitive but tailored to your experience and expertise.

Why Rendall & Rittner:

Award-Winning: Join an established and celebrated company known for delivering first-class property management services.

Career Growth: At Rendall & Rittner, we invest in your professional development with fully funded training programmes.

Perks Galore: Enjoy exclusive savings on entertainment, travel, dining, shopping, health, and fitness.

Competitive Compensation: Get rewarded with a competitive salary and discretionary bonuses.

Health and Well-being: Benefit from Private Medical Insurance, Life Assurance and enhanced Maternity and Paternity leave.

Time Off: Enjoy 25 days of holiday plus national holidays.

Rest and Recuperation: Paid sabbaticals as a loyalty bonus.

Team Spirit: Be part of a collaborative work environment, where your team and relationships matter.

Pension Plan: Secure your future with the Rendall & Rittner Pension scheme.

Extra Support: Access Employee Assistance Programs (EAP) to help with family, health, financial, and work-related matters.

Key Responsibilities and Requirements:

• Respond to and resolve customer queries promptly, dealing with escalations where necessary and ensuring client files are updated
• Communicating with all customers and the Customer Service Advisors both verbally and in writing
• Distribute emails from the internal queueing system to correct team members or departments
• Ensure the CX Team are logging and acknowledging all enquiries using the company's systems and portals

• Conduct analysis on various forms of data to identify trends and assess customer satisfaction levels, drawing insights and making recommendations to the business.
• Review industry trends internally and externally, sharing insights and developing recommendations to the business
• Identify and develop initiatives and procedures for the business to continually improve the customer experience and customer reviews.
• Proactively engage and work with Property Teams and Departments to improve service delivery
• Develop SLAs for communication and ensure these are adhered to

• Maintain knowledge of departments and company processes to be able to address of direct customer enquiries effectively and answer queries from the CX Team
• Ensure prompt and appropriate follow up with customers as required

How to Apply:

Ready for this incredible opportunity? Explore Rendall & Rittner on LinkedIn for more insights, or visit our website for a full list of current openings. To get more details or answers to your questions, reach out to our friendly recruitment team at 020 7702 0701 and mention the reference number "Ref #LI-MS1."

Please note that candidates must be eligible to work in the UK without restrictions, with documented evidence of eligibility required. Some benefits may become available after a qualifying period.

Join Rendall & Rittner and take your career to the next level. Don't miss out on this exciting chance to progress your career and make a significant impact!