Customer Experience Executive Birmingham, England
Job description
JOB PURPOSE
Reporting to the Head of Customer Strategy you will provide general support in the overall running of the department, playing an important part in helping shape our customer experience strategy. You will constantly be looking for ways to improve our customer experience, analysing data to understand our customers friction points and create reports and presentations that demonstrate this and drive the business forward. You will be confident at working across departments and represent the department in both internal and external meetings.
MAIN DUTIES AND RESPONSIBILITIES
Customer Service
At Birmingham Airport we are passionate about delivering excellent levels of customer service, whilst constantly looking at ways we can improve. Within this role you will support the Head of Customer Strategy in understanding our customers wants and needs, through analysing multiple sets of data and identifying trends that enable us to adapt and improve our service offering.
Department Support
An important support role to the Head of Customer Strategy, you will provide admin support, including purchasing and contract management. You will also be expected to provide updates to both internal and external stakeholders and represent the HOD when not available.
In your role you will build relations across the organisation and work closely with the Communications Team to drive and align workstreams and messages.
Reflecting the brand and tone of the Company you will promote a consistent ‘Customer is at the heart of everything we do’ ethos in order to attract and maintain business and enhance the reputation of the Airport locally and regionally.
Customer Relations
You will form an important part in supporting our customers when things don’t go to plan, and will work closely with the Customer Communications Agents, forming the first point of our complaints escalation process. You will ensure the case is fully investigated and our responses are in line with our companies polices and procedures, whilst ensuring our customers complaints and enquiries are dealt with empathy and understanding.
Customer Insight
Customer insight is key to our success and the intelligent use of the feedback received to make recommendations and changes for improvements will require collaborative working with internal and external stakeholders. Using excellent communication skills you will work with the necessary teams to help bring the airport to life through its people, facilities and service delivery.
You will have a good knowledge of CRM/Omnichannel systems and be responsible for maintaining and maximising best use of our current systems whilst constantly keeping up to date with the latest innovations. You will ensure our systems reflect changes in the business and that our service providers offer value for money, comply with policies and legislation and are both technically robust and secure. You will be key to developing the capability of our CRM system ensuring our system, provides real insight into our customers, to enable us to make informed decisions that enhance and improve our service and infrastructure efficiencies.
You will also oversee various feedback platforms, and work across departments, sharing insights that improve efficency and standards across the business.
Teamwork and Operational Expectations
This is an exciting, multi faceted role working within a team that interacts with a variety of stakeholders at all all levels across the organisation.
A passionate commitment and enthusiasm for delivering customer service is key to the role: We expect our team to have positive relationships with all employees and to recognise the importance of a ‘one team’ concept.
Job Types: Full-time, Permanent
Salary: £30,000.00-£32,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (required)
Licence/Certification:
- right to work in the UK? (required)
Work Location: In person
Application deadline: 30/06/2023
Reference ID: CEE
