Customer Experience Lead

Job Title: Customer Experience Lead – £35-£45K
Interview: 1 to 3 days from date of CV submission
Important: Desirable to demonstrate experience from the Restaurant, Catering or the Hotel industry.
* £35,000 - £45,000 Basic Salary - pending on experience and track record
* Performance & company bonus
* 3 to 5 years of experience & proven track record required.
Background:
My client is a highly reputable brand, one of the best in the UK for its niche focus and are experiencing immense growth on annual basis offering HORECA industries a wide range of hot beverage solutions. We are interested in hearing from candidates that can demonstrate customer experience through account management and marketing with a genuine interest to be part of the current expansion and brand building journey.
This is what you will be doing:
* Deliver excellence throughout the customer experience process
* Be the point of escalation for customer queries and complaints across all channels
* Handle escalations and resolve them according to internal framework
* Offer ideas and solutions to ensure branding excellence
* Manage key accounts and assist according to their needs
* Be exceptionally sensitive to customer communication and understanding their needs
* The role is field based but you are required to be present at company HQ
* Engage clients via Teams, Zoom, Emails and Phone or face to face where required
You must have the following:
* Influence stakeholders and demonstrate a high level of emotional intelligence
* Analyse and solve complex problems
* Think critically, develop alternative solutions and take ownership of resolutions.
* Take ownership of the customer journey
* You thrive within a fast-paced environment and willingness to grow your career
* Build trust with customers and handle sensitive issues with empathy
* Show resilience in the face of high volumes of queries and complaints
* Monitor progress of projects and set challenging goals for yourself
* Collaborate with others and create a respectful and helpful working environment
* Communicate effectively with customers and other team members
* Show an innate desire to provide an exceptional experience for all customers
* You are able to work on your own, and maintain daily contact with HQ
Qualifications:
* Experience in a Customer Service environment
* Experience in Customer Engagement Excellence
* Expertise in handling escalations and resolving customer complaints
* Key account management related experience or exposure to
* Ability to adapt to change and uncertainty positively
* Formal complaint handling training (desirable)
* Social Media customer service experience (desirable)
About You & the Role:
This role offers a wonderful combination of key account management, customer service & brand ambassador responsibilities. Therefore you are able to showcase excellence in your capacity to engage customer engagement through account management and branding. And demonstrate exceptional interest in being part of a business that is building an outstanding brand.
If you are interested in this role, send us your CV now.
Job Type: Full-time
Pay: £35,000.00-£45,000.00 Basic Salary
Commission: Highly Competitive per sales & per client retention
Benefits: Work from home & field base
Schedule: Monday to Friday
Supplemental pay types: Bonus
Work Location: Home / Field & attend company HQ once a month or more
Email your CV now, if successful you can expect an interview in 1 to 3 days