Senior Customer Experience Executive

Senior Customer Experience Executive

Salary of £38-40k

DiSRUPT Agency are excited to be working with an amazing internationally recognised values driven organisation seeking a Senior Customer Experience Executive to join their team on a permanent basis.

This is a full-time, hybrid position, 9am – 5pm, Monday to Friday, with the flexibility to choose the 2 days you wish to work from their stunning offices in Oxfordshire. Please be aware due to the office location you will need to be able to drive and have access to a car.

Part time hours of 9am - 3pm could also be considered on a pro rata salary. 

You will be supporting the Customer Experience Manager in the management of the Customer Experience in the UK and around the world. Driving the delivery of the Customer Experience strategy, providing excellent customer experiences across all touchpoints to deepen relationships with parents + carers.

This exciting and varied role will include the following key responsibilities:

• Oversee and support the team in responding to all enquiries and complaints that are directed through to the team via the website, phone, email and social media.
• Drive the strategy of building brand love to deepen relationships with parents + carers
• On a rota basis support the team to manage all out of hours contacts during evenings and weekends from home. This is monitoring socials for a couple of hours some evenings and weekends and can easily be done remotely to fit around other commitments.
• Works with the customer experience manager to ensure the team strategies of service and social engagement are being delivered and, meets the needs of the day to day activity as well as planning future activity.
• Recommend and drive the implementation of changes in the ways of working/processes within the KFH team.
• Work collaboratively within the marketing team to ensure a seamless and creative experience on all social media channels. Sharing and aligning strategies to support building brand love and deepening relationships with consumers.
• Lead on developing a process for identifying and collating consumer insight and feeding this back into the relevant internal stakeholders.
• Liaise with other teams to seek answers to queries when needed and encourage the rest of the team to build links with other teams internally.
• Work towards set KPIs to ensure that we are consistently achieving high standards of service and engagement.
• Support the customer experience manager with reporting on team activity and the performance of the team.
• Coordinate the sending out of monthly questionnaire to consumers who have been in touch and assess feedback.
• Manage day to day relationships and lead on training with our distributor partners and online shop team.
• Manage the day to day relationship with our Sprinklr (social media management system) account manager to drive efficiency and continuous improvement.
• Responsible for handling a level of escalation of consumer complaints.
• Drive conversations on shared KPIs and oversee team projects.
• Proactively informs the wider team of your function's activity + successes through internal comms forums + engages in cross functional discussions.
• Act as a trainer and mentor to new members of the team and ensure they have the right tools and processes.
• Act as TILT (crisis management) principal, ensuring that the team, and the voice of the consumer is represented.
• Involvement in wider team projects as required.

You will need:

• Experience in a customer facing role
• A real passion for customer experience and wanting to help inspire and make families smile
• Knowledge of and ability to engage on social media channels including Facebook, Twitter and Instagram
• Passion for building brand love and build social communities
• Experience of building relationships
• Confidence to challenge and be the voice of the consumer when working with other teams within Ella’s
• Fantastic ability to communicate both written and verbal
• Ability to keep calm under pressure
• Good keyboard skills and be able to capture data accurately
• Good negotiation skills
• Excellent attention to detail and organisation skills
• Ability to prioritise workload
• Able to think creatively as well as differently
• Ability to be flexible and work to a shift pattern covering evenings and weekends most likely once a month

And What You’ll Get In Return:

• Bucket loads of training and development, supporting your career pathway
• Competitive salary
• Discretionary bonus scheme
• A Box of Treats, including private medical, dental, pension, life assurance, 25 days holiday and the ability to buy more, high street discounts, amazing wellbeing events, Give It A Go days… to name but a few!
• A really awesome place to come to work …  beautiful Barns in the Oxfordshire countryside, but the flexibility to achieve a good work/life blend