CX Manager

Salary - GBP Competitive day rate and bonus scheme

We have an excellent opportunity for an experienced CX Knowledge Manager to join our client, a large global brand based in Chertsey. This role is heading up the knowledge side of the service delivery team, you will be working with all teams intrinsic in the creation of our client s accredited knowledge for contact centre agents, accredited engineers and all colleagues in customer facing and admin roles.

CX Manager Responsibilities

• Handling any knowledge requests from any part of the business and channelling the request to the correct business area, for example: contact centre, repair network, Support website, sales website etc

• Managing the product trouble-shooter used for all product queries through voice, chat and online across all product categories (Mobile, Tablet, Wearables, Audio, Note PC, TV, Monitor, Refrigeration, Laundry, Dishwasher, Cooking and Floor care)

• Working with the sales teams to ensure correct product information is available to all relevant support staff

• Customer Repeat Repair Ratio

• Working with the engineering teams to ensure correct technical advice is available to all relevant support staff

• Checking the success of knowledge content via surveys and audits and making the necessary changes

• Liaising with key partners across business to ensure knowledge requests are delivered, making the necessary prioritisations where necessary

• Innovating the delivery of knowledge to maximise engagement, knowledge retention and satisfaction across all platforms (contact centre agent portal, engineer knowledge platform, online trouble-shooter etc)

• Devising knowledge plans for any new Product or Service launches, so that all relevant personnel are aware of key information ahead of launch

CX Manager Key competencies

• Worked within a large organisation

• Ability to explain technical detail using simple language

• Ability to assess training needs

• Ability to project manage

• Energetic and enthusiastic about technology

• A willingness to undertake occasional domestic and international travel is required

• In depth knowledge of Consumer Electronics

• Understanding of technology, retail industry and the support industry

• HND level education

• Experience working for a large, multicultural organisation

• Full driving license

Benefits

• Hybrid role

• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

• Access to staff sales discount and Reward Plus shopping discount

• 3 x volunteering days each year

• Government pension auto-enrolment from 12 weeks Pension contribution

• Excellent subsidised staff restaurant

• Onsite parking

• Free Shuttle Bus service (from Weybridge Station)

Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant Charlie Shepherd