Customer Experience Manager

Exciting opportunity not to be missed! TSYS Managed Services has a unique opportunity available for a Customer Experience Manager to join the team in Milton Keynes. The role is a full time, permanent position offering a competitive salary plus excellent benefits.

TSYS Managed Services has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions. We operate from two UK locations, Milton Keynes and Coventry, and from Barneveld in the Netherlands.

The Customer Experience Manager will transform customer experience through the TMS client contact centre such that the contact centre offers the best satisfaction on the high street and delivers a more friendly, professional and responsive service than the banks to clients customers.

What are the responsibilities of the Customer Experience Manager?

- Ensure the customer experience meets and, where possible, exceeds customer requirements and is fulfilled through qualitative review of the operation and its impact on customers

- Represent the Voice of the Customer into the contact centre and use customer insight data to drive customer experience improvements into the clients contact centre

- Represent the voice of the Company back into the client to recommend improvements to customer experience

What skills do I need to have to become the Customer Experience Manager?

- Educated to A level or equivalent

- Contact centre management experience

- Credit card industry experience

- Financial services regulatory knowledge

- Outsourcing experience

- Experience of customer satisfaction & loyalty development

- Experience in customer facing and quality monitoring role

- Experience of CRM and customer experience frameworks and measurement thereof, specifically net promoter score

We offer a fantastic benefits package!

As well as a competitive salary and a fast paced, fun working environment this role comes with the following benefits:

- 25 days holiday, excluding bank holidays (With the option to buy/sell an additional 5 days)

- Free on-site parking

- Pension scheme

- Childcare voucher scheme

- On-site canteen

- Eye Care Vouchers

- MediCash Health Plan (On completion of 6 month service)

If you have the skills and knowledge to become our Customer Experience Manager, please click apply now!

Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.