Customer Experience Manager

We're seeking an exceptional Customer Experience Manager to join our cutting-edge team and embark on an extraordinary journey. 

At Jersey Electricity, we believe in redefining customer experiences and setting new standards in the industry. We are not just about solving problems we are about creating unforgettable moments for our customers and our employees. 

As our Customer Experience Manager, you will be at the forefront of our customer vision, ensuring every interaction leaves a lasting impression. THINK CUSTOMER is not just a statement for us: it's the cornerstone of our customer focus philosophy. We strive to surpass expectations, providing solutions and support that not only meet but exceed the needs of our customers.  

But that's not all - we're not content with simply being excellent; we aim for operational excellence. As our Customer Experience Manager, you'll play a pivotal role in leading and defining the direction of travel for the team, optimising processes, utilising advanced technologies and innovative strategies to enhance efficiency and effectiveness whilst ensuring the team and our customers have a great experience.  

We believe our greatest asset is our people. That's why we prioritise employee engagement, fostering a culture that values trust, collaboration, growth and empowerment. The importance of people to the Customer Experience Manager cannot be overstated, being empathetic and a good listener are crucial skills, you'll also have the opportunity to work autonomously, embracing ownership and driving your team towards achieving outstanding results. 

Lead and Inspire the Customer Care Team
Cultivate a high-performing team through effective leadership, and development, ensuring alignment with THINK CUSTOMER promises, operational goals and JE's values, customer-focused. 

Drive Customer Satisfaction and Loyalty
Implement strategies to enhance customer satisfaction, utilising feedback and performance data to inform continuous improvement initiatives.

Enhance Operational Efficiency
Leverage technology and data analytics to streamline processes, improve service delivery, and achieve operational excellence.

Proven Track Record
Demonstrated success in leading teams, team engagement, creating and implementing call- centre strategies, data- led decision making and report writing.     

Promote a Positive Team Culture
Foster an environment that encourages accountability, collaboration, and proactive problem-solving among team members.

Develop Team Capabilities
Implement training and development programs that enhance team skills, enabling them to meet evolving customer needs and support career progression.

Manage Budget and Reporting
Oversee the customer care budget, ensuring financial efficiency, and provide regular reports to senior management on performance metrics.

Oversee Out-of-Hours Operations
Manage the out-of-hours service and standby team, acting as the escalation point and lone working support, ensuring consistent service delivery during non-standard hours. 

 Essential Skills

Minimum Experience: 5 years in senior management roles within customer service or contact centre environments.

Proven Track Record: Demonstrated success in leading teams, managing budgets, and implementing customer experience strategies.

Technical Proficiency: Familiarity with CRM systems, Office365, and data analytics tools.

Educational Background: Degree-level education or equivalent professional qualifications desirable.

Analytical Thinking: Capacity to interpret data and translate insights into actionable strategies.

Project Management: Skilled in managing multiple initiatives simultaneously, ensuring timely and successful delivery.

Customer-Centric Mindset: Deep understanding of customer needs and a commitment to delivering exceptional service.

At Jersey Electricity we provide a complete benefit package to ensure all elements of your wellbeing are supported. Financial benefits include free onsite parking, discount within our Powerhouse shop and competitive above living wage salaries.

Your physical and mental wellbeing are supported with subsidised onsite yoga, free weekly fruit, and onsite trained Mental Health First Aiders.

We are family-friendly, believe in life work blend and strive to give you everything you need to both love your job, do excellent work, and enjoy your free time with family and friends.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sex, sexual orientation, gender re-assignment, pregnancy and maternity, age, or disability status.