Customer Experience Manager

Customer Experience Manager

Industry: Finance / Mortgage / Banking (Experience Desired.)

We are looking for a highly motivated and dynamic individual to join our team as a Customer Experience Manager. This is a newly created role aimed at enhancing the efficiency and effectiveness of our Client Relationship Managers (CRMs) while driving sales performance.

Key Responsibilities:

• Manage CRMs in the East Region: Oversee the CRMs in the Edinburgh region, ensuring they are aligned with the company's sales and customer service goals.
• Re-launch CRM Role: Collaborate with the Managing Director to re-launch the CRM role, emphasizing its importance and demonstrating senior management support.
• Leadership and Development: Provide strong leadership and support to CRMs, conducting regular 1:1s, appraisals, and performance reviews.
• Service Standards: Maintain high service standards across branches in the region by organizing mystery shops and client questionnaires.
• Recruitment and Training: Work closely with the recruitment team to hire new CRMs and provide comprehensive training to ensure they meet company standards.
• Branch-Based Role: Operate out of various branches within the region, ideally spending one week in each branch (9:00-17:30) to closely monitor and manage operations.

Ideal Candidate:

• Experience: Preferably has experience in call center management, particularly within a banking or financial services environment, to efficiently manage telephone operations and improve CRM sales skills.
• Strong Character: Must possess strong leadership qualities to handle challenges and drive team performance.
• Customer Service Focus: Demonstrated ability to maintain high service standards and enhance customer experience.
• Mortgage Knowledge: A background in mortgages is preferred to effectively support and guide CRMs.

If you are a driven individual with a passion for customer service and leadership, we would love to hear from you.