The Customer Experience Manager is the guardian of the QCS customer experience and is the key driver to the improvement of the complete customer journey. This opportunity requires confidence, initiative, independent action, and the ability to react positively and adjust quickly to changing conditions. This is an excellent opportunity for an experienced Customer Experience Manager to take on a new challenge and make their mark building a sustainable Customer Experience to support our growth and help us to understand how we can do better.
The Customer Experience Manager will lead the QCS Customer Care Team - a fast paced, highly productive multi-channel support service for our customers working in Care; Care homes, Care agencies, GPs and Dental. The Team supports all users, From front-line Care workers to company owners, dealing with a wide variety of queries from software system usage issues to detailed policy questions. Our customers are at the heart of everything we do and the Customer Care Team is the voice of our customer.
Customer Experience Manager Key Accountabilities
We aim to hire:
We are accepting applications Nationwide. At QCS we are well equipped for all employees to work remotely. Our systems are Cloud based allowing us, in normal conditions, to provide our Teams with Everyday Flex and therefore the transition to 100% remote working was seamless. We also like pets, kids and saying "hello" to grandma so please do not be deterred from applying if you have a full house. At QCS we are all working together to find our way to balance our responsibilities between our work duties and our personal lives in these new circumstances.
We are proud of our QCS culture. A set of values that are shared by everyone in the company. These values are what got us to where we are, from a Â£30K a year business, into a business that supports thousands of Care providers across the UK. They are also the values that will help us achieve our long-term goal of helping 3 million people a day enjoy a better quality of life.
We believe everything we do should revolve around these core values:
Do the Right Thing - Make it Better - Play for the Team - Get it Done
This is a full-time permanent opportunity with benefits including Everyday Flex, 29+ days holiday, pension and Perkbox. Visit our website to learn more about our benefits, opportunities and life at QCS. We are an Investors in People Silver Award winning Company!
The Customer Experience Manager is the guardian of the QCS customer experience and is the key driver to improvement of the complete customer journey. The Customer Experience Manager will define and map end-to-end customer journeys and will then ensure that they are implemented, kept current and that they are effective in driving customer retention and customer satisfaction. The Customer Experience Manager will actively drive and support efficiency within the department to facilitate company scalability. The Customer Experience Manager will ensure that key milestones in the journey are met and will solve issues as they arise by taking a solutions focused approach through root cause analysis.