Universal Business Team
flooring
CustomerExperienceManager
“Customer Experience Manager at Universal Business Team. Skills: lead and develop the Customer experience team, provide an outstanding experience to all internal and external customers, champion the customer experience, advocating for customers’ needs within the organisation. Drive proactive Inbound call management – using calls as sales opportunities and delivering quality service. Implement order management process that ensures accuracy, efficiency and timeliness”
What You'll Achieve.
provide an outstanding experience to all internal and external customers; drive high rates of conversion; drive continuous improvement; increase efficiency, consistency and service quality
Industry & Context.
Problem-solving ability to identify issues and implement effective solutions; Triage post sales issues and solve where escalate to Technical Services team where appropriate; Handle escalations and ensure timely, effective, resolution of customer issues
This role requires flexibility around working hours to meet the needs of customers, suppliers, and production schedules.
What They're Looking For.
Must Have
communication skills, both written and verbal, High attention to detail with excellent administrative discipline, organisational and time management skills in a fast-paced environment, Ability to coach, mentor, and motivate team members, Analytical skills to interpret data, identify trends, and drive performance improvements, Customer-focused mindset with the ability to build rapport remotely, Problem-solving ability to identify issues and implement effective solutions
Nice to Have
Salesforce desirable
What You'll Do.
Drive proactive Inbound call management – using calls as sales opportunities and delivering quality service
Implement order management process that ensures accuracy
efficiency and timeliness
Triage post sales issues and solve where escalate to Technical Services team where appropriate
Drive proactive Outbound call management – engage with prescribed list of customers to drive remote customer relationship management
Oversee opportunity management
ensuring accurate and timely pipeline updates feeding into sales and procurement forecasts
Support lead generation activities and drive high rates of conversion
Handle escalations and ensure timely
resolution of customer issues
Maintain remote customer relationships through phone
Ensure consistent communication standards across the team
Ensure high-quality data entry and CRM compliance
Provide day-to-day leadership
and support to the Customer Service team
and provide training to drive continuous improvement
and customer-focused team environment
Support the creation of case studies by identifying suitable customer success stories and coordinating content gathering
Collaborate with other departments to address customer feedback and drive improvements
Optimise processes and workflows to increase efficiency
consistency and service quality
How You'll Work.
Team & Collaboration
Collaborate with other departments to address customer feedback and drive improvements
Communication Scope
communication skills, both written and verbal; Ensure consistent communication standards across the team
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