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Customer Experience Manager Required

Posted: 86 days ago
Place: Shepherds Bush, London

DESCRIPTION
We’re looking to hire an experienced, motivated, organised and data driven customer experience manager to lead and build our customer support team in London.
Click Mechanic is a marketplace for car mechanics that is bringing trust and transparency to car repair. The platform enables customers to acquire real-time industry standard quotes (a first in Europe) and quickly book a vetted mechanic online.
Founded in 2012 by EF alumni Andrew Jervis and Felix Kenton, the company has grown quickly to offer nationwide coverage and is backed on its mission by such institutional investors as 500 Startups, and Forward Partners as well as angel investors including the former CEO of Just Eat and Chairman of Treatwell.
Customer experience is the crucial part of Click Mechanic's operations: it helps ensure our customers receive a great service and their cars get fixed quickly, and keeps our mechanics' diaries full. The purpose of the role is to build and lead a team whilst continually improving processes that deliver optimal operation efficiency and improved customer journey. You’ll be working at the heart of the business and engaging with people on all levels, both internally and externally to build and develop this team.
On a day to day basis your responsibilities will include:
* Intra day management of high performing team within a time-sensitive and demanding environment to deliver on operational KPIs and SLAs
* Lead effective performance management of team and ongoing skills development, including 121s and leading regular team meetings
* Recruiting new team members and providing initial training, identifying knowledge gaps to feed into and support personal development
* Organise the team; ensure rotas, annual leave, training and support are all planned
* Take personal ownership of customer feedback and issues and ensure you are always an advocate for our customers
* Be a role model for the team by demonstrating effective leadership, positive behaviours, living our cultural values and excellence in customer relationships
* Drive continual business improvement in service, experience, customer retention, revenue and quality
* Provide timely and regular reporting on all appropriate elements of the team performance and customer experience
REQUIREMENTS
We want someone who loves building great teams and making customers happy.
* At least 3 years’ experience in a high-volume and extremely fast-paced service industry or customer support environment role
* Energetic leader with high emotional intelligence
* A great communicator with exceptional written and spoken English
* Great organisational skills, calm under pressure and loves problem solving
* Big picture perspective and day-to-day attention to detail
* Exceptional at quickly building relationships
* Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
* Always willing to roll up your sleeves and tackle something hands-on; you persevere when others fall away
* A love for brilliant customer service and a keenness to always champion the customer
* experience of driving performance against agreed KPIs and SLAs and implementing recommendations to improve performance
* Understanding of how to analyse and interpret customer data and reports, and be able to summarise results succinctly for senior stakeholders
Desirable
* Strong commercial awareness and strategic thinking
* experience of key operational enabling technologies- experience with Talkdesk and Desk is a preference
* An entrepreneurial flair through innovation, adaptability, and lateral thinking
* A love of all things cars-related would be a massive bonus but not essential
BENEFITS
We offer a competitive salary and lots of other benefits including:
* Work directly alongside the founders and management team
* Relaxed and fun office environment with no dress code
* Free drinks and food every Friday
* Regular all company socials
* A team of people dedicated to changing an industry
* Opportunity to develop a career at an exciting early stage start up.

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