Customer Experience Manager

Job Title

Customer Experience Manager

Job Details

Full Time / Part Time considered

Permanent

Location: Peterborough

The Role

We’re looking for a Customer Experience Manager to drive the next stage in our evolution as a business and meet challenges head on as we continue to grow in a fast-paced market. You’ll help take our customer experience to the next level, as well as design and shape our processes to ensure our high standards remain as we continue to grow rapidly as a business.

You’ll report directly to the Managing Director and sit within our existing senior management team.

Job Description

At Smart Home Charge we set ourselves apart as a high-quality, premium electric vehicle charge point installer, which means ensuring an unrivalled and seamless customer experience is paramount.

We’re looking for a driven and experienced Customer Experience Manager to lead our small, but growing customer support team.

You’ll focus on creating happy customers from the point of initial contact through to booking and post-installation support, helping to maintain our reputation for high standards and therefore driving word-of-mouth and referrals for future work.

You will champion digital experiences and look for ways to move offline experiences online and automate processes wherever possible. As part of this, you’ll have the opportunity to shape our bespoke customer management software, email platform and more to deliver a best-in-class customer experience.

You’ll also work with key stakeholders in the business, including the marketing manager to help optimise customer-focused content and digital journeys, as well as the installation team to ensure a swift resolution to any customer product issues.

Working closely with the job scheduling and installation teams, you’ll ensure customer appointments are booked efficiently and ensuring our engineers’ time is maximised.

If you’re passionate about driving unparalleled customer experiences, and always look for more efficient and better ways of working, then you’ll fit right in with the team at Smart Home Charge.

Key responsibilities include:

• End-to-end ownership of the customer service experience from enquiry, through to booking and after-sales support.
• Line management of our existing frontline and technical support team, helping them to grow in their roles via personal development plans and ongoing training.
• Represent the voice of the customer at all times, both internally and with our external partners – challenging our current way of doing things with a relentless focus on continuous improvement.
• Support the recruitment and induction; training and mentoring of customer support team.
• Develop robust processes and policies to ensure our high customer support standards are met.
• Define, measure and report against key SLAs and KPIs.
• Set and monitor individual and team targets against key duties and KPIs, and monitor performance.
• Manage complaints resolution process.
• Identify ways we can enhance and streamline the customer experience by optimising existing processes and/or highlighting areas our bespoke software can be developed to achieve this. You’ll work with key stakeholders in the business to deliver this.
• Being first point of escalation for customer issues or complaints.
• Be primary point of contact for customer support for our key partners and clients in the industry, helping to ensure their customers receive a high quality experience.
• Key requirements:
• Experience leading and motivating a multi-disciplined customer support team.
• Passionate about creating engaging and high quality customer experiences.
• A commitment to continuous improvement.
• Natural problem solver with an ability to spot trends and recurring issues.
• Strong knowledge of email ticketing tools, telephone IVR, live chat, and CRM systems.
• Experience developing robust processes to deliver fast resolutions for customers and timely triage of customer issues.
• Ability to coordinate across multiple teams including installation, marketing, and operations.
• Exceptional written and verbal communication skills.
• Ability to project manage and deliver service improvements.
• Proficient with Microsoft Office, including Word, Excel, Powerpoint, Outlook, Teams, and Sharepoint.
• Ability to work at pace.
• Will require strong stakeholder engagement and communication skills.
• Knowledge or experience of electric cars is a bonus, but not essential.

Salary

£35,000+ DOE

Benefits

• 20 days annual leave plus bank holidays
• Flexible and hybrid working – option to work from home for part of the week
• Workplace pension
• Electric car salary sacrifice scheme
• Cycle to work scheme
• Health and wellbeing scheme
• Gifts on your birthday
• Monthly surprise treats, such as breakfast
• Ongoing training and development
• Free on-site parking

About Smart Home Charge

Smart Home Charge is a leading nationwide retailer and installer of electric vehicle home charge points.

In a market where electric vehicles already account for 16% of new car sales, and only set to increase, and an estimated 14.4 million homes that are ideally suited for a home charger installation, we are at the forefront of a fast-paced, innovative, and growing sector.

Our ambition is to be the number one independent installer in the UK by making electric car charging simple.

We’re dedicated to providing a premium installation service and unrivalled customer experience, setting us apart from the average electrician.

Our Which? Trusted Trader status (the only installer to achieve this) is proof of our commitment to excellence across the business. This is backed up by more than 1,000 Trustpilot reviews, where we are rated Excellent and have maintained a score of 4.9 out of 5.

Join us as we enter an exciting new era of electrified transport.

Job Types: Full-time, Part-time

Salary: From £35,000.00 per year

Benefits:

• Bereavement leave
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Monday to Friday

Experience:

• Contact Centre: 1 year (required)
• Business process improvement: 1 year (preferred)
• line manager: 1 year (preferred)

Work Location: Hybrid remote in Peterborough

Reference ID: Customer Experience Manager