Customer Experience Manager

Customer Experience Manager - Exeter

Persimmon Plc is excited to be recruiting a Customer Experience Manager to work within the Group's internet services division. This delivers ultrafast, full FTTP (fibre-to-the-home) internet access to new-build housing developments across the UK.

The Customer Experience Manager oversees the delivery of first-class customer experiences across all FibreNest's products and services throughout entire customer lifecycle. This role is office based in Exeter.

Who are we?

Persimmon is a FTSE 100 listed company which builds more than 16 ,500 beautifully designed new homes a year and across 350 prime locations nationwide. With an annual turnover of over GBP 3 bn, Persimmon is one of the UK's leading house-builders committed to the highest standard of design, construction and service. We believe that our demanding quality standards and focus on innovation differentiate us from the competition, and it is this on which our reputation is built.

The key responsibilities are:

Ensure first-class customer experiences through the design and implementation of robust customer-facing policies and procedures that underpin market-leading ratings

Develop holistic customer journeys and shape all service touchpoints including events, digital content, printed communications and social media interactions to drive customer conversion and satisfaction across all stages of engagement

Oversee all customer-facing communications and plans to ensure that all messages have clear content and, where applicable, calls-to-action

Review all customer complaints and feedback to ensure that customers are treated fairly, empathetically and in line with agreed escalation parameters

Act as the key interface between the FibreNest Management team and any outsourced service provider to ensure the quick and seamless escalation and resolution of customer issues

Track and manage complex and escalated customer complaints through to resolution, where necessary personally dealing with affected customers to deliver a tailored level of personal support.

What experience are we looking for?

A working knowledge of the internet, data or telecoms sectors is strongly preferred

Experience in a customer-centric service function where the quality of the consumer experience is of ultimate importance

Knowledge of customer experience management approaches and methodologies used in marketing, sales and support

Evidence of strong planning, project management and organisational skills required to manage customer-centric campaigns and activities

Knowledge and understanding of mass-marketing communication systems

Commercially aware, recognising that day to day decisions made for or on behalf of the customer have a direct impact to overall business performance

A genuine passion for delivering a friendly, 1 st class customer experience is paramount.

What's in it for you?

A competitive salary, bonus and benefits package including pension, life insurance and private healthcare; as well as an honest, driven approach which offers the chance to work with some great people in a new and expanding business!

For more information please click to apply.

Persimmon offer flexible working arrangements with the agreement of the Head of Department...... click apply for full job details