Customer Experience Manager

Peters is the UK's leading specialist supplier of children's books and furniture to schools, academies, public libraries, and multi-academy trusts, and we're passionate about inspiring children and young people to read.

Who we are looking for:

Are you a capable and confident customer focussed leader who has a passion for building customer relationships? Do you have excellent communication and problem-solving skills and are looking for a new challenge?

We are looking for a Customer Experience Manager to lead our customer services and sales support teams to ensure our customers’ expectations are exceeded at every interaction with us.

This is a newly created role and will be pivotal to our continued success in delivering high levels of customer engagement leading to increased sales.

The role:

· Leading the customer services and sales support teams.

· Analysing existing processes and driving continuous improvement.

· Proactively looking for ways to enhance the overall customer experience and/or exceed customer’s expectations.

· Being the main point of contact for our international sales enquiries.

· Collaborating with the sales team to set plans and strategies for acquiring new customers and retaining existing customers.

· To represent Peters at national events and exhibitions.

About you:

· Experience in managing a customer facing team.

· Excellent interpersonal skills.

· Excellent written and verbal communication skills.

· The ability to work effectively with employees at all levels.

· Strong organisational skills, with an ability to prioritise workload between competing demands.

· To be computer literate and familiar Microsoft Office applications such as Excel and Word.

· Excellent problem-solving skills.

· First class attention to detail.

· Have the desire and the drive to improve and to innovate.

The rewards:

• 27 days annual leave plus bank holidays which increase with service up to 32 days.
• On-site free parking plus discounted parking at the Arcadian to use on weekdays plus weekends.
• Group personal pension plan (contributory).
• Private Medical Insurance after 6 months service.
• Buy or sell up to 5 days holiday.

The details:

• £35,000.00 - £40,000.00 depending on experience.
• Full time, Monday – Friday.
• Based on site at the Birmingham site (WFH 1 day per week after successful completion of probationary period).
• Office location: 120 Bromsgrove Street, Birmingham, B5 6RJ.

If you are interested in this role, please submit your CV.

Job Type: Full-time

Salary: £35,000.00-£40,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• On-site parking

Schedule:

• Monday to Friday

Work Location: One location