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Customer Experience Manager

  • Location:

    York, North Yorkshire

  • Sector:

    Insurance

  • Job type:

    Permanent

  • Salary:

    £28000 - £35000 per annum

  • Contact:

    Catherine

  • Contact email:

    catherine.stroud@brookstreet.co.uk

  • Job ref:

    YOR/699903_1606320916

  • Published:

    about 2 months ago

  • Expiry date:

    7/12/2020

  • Startdate:

    28/12/20

Job Description

We have an exciting new opportunity which has arisen for a privately run, caring company who look after and reward their staff very well.

They see the team as an extension of a large family; every member is seen as important and they will work hard with you to ensure that you achieve and deliver your best.

It is this sort of approach that has helped them to achieve the accolade of `Best Pet Insurer of the Year 2020` along with many other awards.

But Pet Insurance is`t all they do! They have a range of exciting products which will bring you into contact with customers from all walks of life.

We are looking for a Customer Experience Manager to join their busy team.

Reporting to the Head of Customer Care, you will manage the customer experience team in line with the Company's strategic objectives.
Responsible for managing, developing and motivating a team of Customer Experience Officers to deliver excellent customer service whilst handling varied, complex and Financial Ombudsman Service complaints. You will be proactively identifying trends and support the continuous development and implementation of the Company's strategy, proposing innovative ideas and influencing positive change to improve customer experience.

You will oversee and monitor all customer engagements on our social media platforms in line with the devised strategy; ensuring that responses are handled both efficiently and in line with brand tone of voice. You will be responsible for customer review platforms, ensuring the timely responses whilst analysing the communication and collating the information to identify improvements.


Key skills:
Ability to manage own workload with multiple tasks simultaneously
Ability to motivate and lead a team of professionals
Ability to effectively manage allocated resources
Understanding of the insurance regulatory framework and requirements
Excellent technical insurance knowledge (including policy administration, complaints and claims) in addition to knowledge and understanding of the general insurance market. Excellent stakeholder management and relationship-building skills across all levels of the Company
Excellent oral and written communication with excellent attention to detail


In return you will receive a salary between £28-35,000, plus 33 days' holiday including bank holidays plus long-service increase. Great flexi-time arrangement available. Government work place pension, free parking and hot drinks, free work wear, on site crèche and staff discounts.

If you are interested in the role please contact Cat on 07971609654 or apply now!

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