customer relations United Kingdom
Jersey Electricity
Full Time
United Kingdom
10.56 - 12.04 GBP Today
Job description
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.
As our Customer Experience Manager, you will be at the forefront of our customer vision, ensuring every interaction leaves a lasting impression. “First time every time” is not just a statement for us: it’s the cornerstone of our customer experience 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 optimising processes, utilising advanced technologies and innovative strategies to enhance efficiency and effectiveness.
We believe our greatest asset is our people. That’s why we prioritise employee engagement, fostering a culture that values 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.
Key Responsibilities
- Embed the customer care vision “first time every time “, ensuring every customer interaction is a positive and successful experience
- Driver operational excellence by overseeing all aspects of the customer care department and Standby team, including resource planning, team performance and adherence to our customer charter and standards of service.
- Promote employee engagement and empowerment, providing coaching and mentoring to enable individual growth and development
- Demonstrate the ability to work autonomously, making informed decisions and managing day-to-day operations efficiently
- Foster a collaborative and supportive team culture, encouraging open communication, knowledge sharing and teamwork
- Develop and implement Customer Care Competencies Framework that provides a clear and consistent set of expectations for performance and outlines what’s required for career progression
- Provide accurate and insightful reporting, linking performance to business outcomes and identifying areas for improvement
- Handle the escalation of complaints and ensure prompt resolution, demonstrating empathy and professionalism in managing challenging situations
- Build strong cross-functional relationships with other departments to promote collaboration and providing “voice of the customer” insight on shared workstreams
- Think strategically and contribute to the development of long-term customer experience strategies.
- Plan ahead and anticipate team and customer needs as well as potential challenges, proactively implementing solutions to mitigate risks
- Utilise your experience in managing budgets to optimise resources effectively , ensuring efficient allocation of funds
- Act as the deputy for the Head of Customer Experience in their absence
Skills, Knowledge and Expertise
Skills:
- Engaging and energetic, creating a vibrant and proactive work environment
- Effective leadership and team management with strong coaching abilities.
- Customer focussed mindset
- Excellent verbal and written skills are essential
- Able to analyse situations, identify solutions and make effective choices
- Forward thinking and ability to plan effectively to help define priorities and establish a strategic direction for the team
- Proficiency in resource planning and scheduling to optimise productivity
- Strong focus on task delivery through effective organisation, project management and collaboration.
- Strong analytical skills to identify trends and improve processes to enhance the overall customer experience
- Good commercial awareness and budget management
- A high level of self-awareness and emotional intelligence
Experience:
- Management experience ideally in a customer service/ contact centre environment, (5 years minimum)
- Engaging people manager able to build and maintain high levels of engagement based on coaching, developing skills and capabilities to improve operational performance.
- Familiarity with customer relationship management (CRM) systems and contact centre software or systems
- Strong personal network with industry body representatives, customer service professionals and prioritised organisational collaborators.
- Confident in engaging and influencing senior management and peers.
- Track record of effective financial / budget management.
- Experience in customer service business continuity.
Qualifications and Training:
- Broad technology system knowledge (Office365, CRM, Webex)
- Educated to degree level or recognised level 5 qualification
Benefits
At Jersey Electricity we provide a complete benefit package to ensure all elements of your wellbeing are supported. Financial benefits include free onsite parking, discounted electricity rates, discount within our Powerhouse shop, competitive above living wage salaries combined with an attractive pension. Your physical and mental wellbeing are supported with subsidised onsite yoga, subsidised Active card membership, free weekly fruit and onsite trained Mental Health First Aiders.
We are family-friendly, believe in work life balance and strive to give you everything you need to both love your job and do excellent work.
We are family-friendly, believe in work life balance and strive to give you everything you need to both love your job and do excellent work.
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.
About Jersey Electricity
At Jersey Electricity, our vision is to enable life’s essentials and inspire a zero carbon future. We are committed to our customers and employees and share values of Safety, Customer Focus, Responsibility, Reliability, Teamwork and Excellence.
We are an engaged and focused workforce, committed to ensuring we “keep the lights on” across the island and explore new ways of providing energy and related services to islanders. Working at Jersey Electricity means you are part of a “family” of nearly 400 employees across a number of diverse business sectors from the distribution of energy to Retail and Commercial services.
We have made a positive commitment to employing disabled people. Reasonable adjustments will be made to the recruitment procedure as required in consultation with the applicant to ensure no-one is disadvantaged because of their disability. All disabled applicants who meet the minimum criteria for the role as set out in the role profile will be guaranteed an interview.
We have made a positive commitment to employing disabled people. Reasonable adjustments will be made to the recruitment procedure as required in consultation with the applicant to ensure no-one is disadvantaged because of their disability. All disabled applicants who meet the minimum criteria for the role as set out in the role profile will be guaranteed an interview.
Whatever your role with us, you will find the support you need to develop in a long-term career and work with many long-serving employees to help us achieve our vision.
Being an employee of Jersey Electricity, you will:
- Share in the success of ground-breaking projects to electrify the island;
- Be part of a highly skilled and developing workforce;
- Participate in company-wide wellbeing initiatives;
- Develop both professionally and personally in a supportive environment;
- Benefit from a competitive rewards and compensation package;
- Help us develop our engaged, diverse and innovative workforce;
What our employees say:
“The employees, and the support from colleagues who I work with on a day to day basis, are helpful and friendly making it an attractive place to work”
“Great team with a manager who understands outside life and flexibility when needed”
“Real sense of purpose to enable life's essentials in Jersey - and real ability to make a difference to support a low carbon world”
“I think JE is a great place to work with fantastic people, variety of career opportunities , lots of challenges and great values”
“It’s a really good company to work for, highly recommended to anyone to join Jersey Electricity”
“It's a great team with some really kind people who will often go the extra mile. Also great to work somewhere that is so crucial to island life and knowing that if we do our jobs well it benefits everyone”
Application Deadline
July 15, 2023
Department
Energy
Employment Type
Permanent - Full Time
Location
Jersey, Channel Islands
Workplace type
Onsite
Reporting To
Kate Gosson
Jersey Electricity
www.jec.co.uk
Saint Helier, Guernsey
Geoffrey J. Grime
$100 to $500 million (USD)
201 to 500 Employees
Company - Public
Architectural & Engineering Services
