Stiltz Limited is the sole supplier, manufacturer and installer of the Stiltz lift - the most innovative, unique and useful homelift on the market.
Customer Experience Manager – Kingswinford – £35,000 Are you passionate about building exceptional customer journeys and turning every customer interaction into a positive experience?
Do you thrive in a fast-paced environment where your contributions directly impact customer satisfaction?
At Stiltz, customer satisfaction is our priority and we're seeking an experienced Customer Experience Manager to be the first point of contact for our valued customers, ensuring their questions are answered, concerns are addressed, and overall experience is exceptional!
About Us: Stiltz Homelifts is revolutionising home accessibility across the globe, empowering people to live life to the fullest in their own homes.
We design, manufacture and install our industry leading Stiltz Homelifts, restoring independence and bringing back the joy of mobility.
What you will do: As Customer Experience Manager, you'll ensure every customer feels valued and supported: Customer Interaction Management: You will be the first point of contact for inquiries, complaints and feedback, ensuring every interaction is handled promptly and efficiently.
Address and resolve customer issues, coordinating with the Operations team as necessary.
Customer Relationship Management: Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Collect and analyse customer feedback to inform service improvements.
Develop and implement strategies to improve customer satisfaction and loyalty.
Performance Monitoring and Reporting: Track and report on key performance indicators (KPIs) related to customer service.
Analyse service metrics to identify trends and areas for improvement.
Prepare regular reports on customer service performance for senior management.
Champion Customer Service Excellence: Ensure all customer service activities comply with company policies and industry regulations.
Conduct regular audits of customer service processes and performance.
Implement corrective actions as needed to maintain high service quality.
Streamline Customer Journeys: Develop, implement, and optimize customer service processes to enhance efficiency and service quality.
Identify areas for improvement through customer feedback and service metrics.
Work with the operations team to streamline processes and resolve recurring issues.
What we offer: Competitive salary £35,000 per annum 25 days holiday + 8 statutory holidays + 1 extra day off for your birthday!
Life Assurance Pension Scheme Company Bonus Scheme Enhanced Cash Health Plan Wellbeing Program Cycle to Work Scheme Employee Referral Scheme Free On-site parking Fully supported induction and on-going training/development You will need to succeed: Proven track record in a customer service management role or similar position.
Minimum NVQ Level 2 Customer Service (preferable).
CCSP – Certified Customer Service Professional or CCXP – Certified Customer Experience Professional Certification (preferable).
Knowledge or experience of mobility/domestic stairlift/homelift installation industry beneficial but not essential White gloved Customer Service background Excellent communication skills - written and verbal Strong problem solving and customer centric approach Be a natural relationship builder, always communicate with empathy and patience Analytical and data driven with the ability to track and improve performance metrics Proven track record in developing and optimising customer service processes Proficient in customer service software and CRM systems Team player, working collaboratively with a variety of stakeholders as well as ability to work independently.
We're a team that believes in fostering genuine connections and creating a positive impact.
If you're looking to be part of a dynamic business, passionate about delivering an exceptional customer journey, we'd love to hear from you - Apply Now!