Job Description

Polypipe Building Products

are focused on delivering solutions to the residential sector. Polypipe Building Products works with national and local developers, plumbing and heating engineers, general builders and groundworkers to deliver above and below ground drainage systems, rainwater solutions as well as hot and cold plastic plumbing products.

Role Overview:

The Customer Experience Manager will manage the day to day running of the Customer Experience team in a busy and fast-paced environment. This role will advise, facilitate and support the team in their daily activities with a view to maximising and improving customer service and experience at all times.

The role will also assist the Head of Commercial in ensuring the provision of a high-quality service to achieve maximum customer satisfaction while working with tight deadlines through the implementation of CI Projects and Systems implementation.

Location:

This role will be based at our Neale Road site in Wheatley, DN2.

Key Responsibilities:

Manage the daily running of the Customer Experience office, including effective resource planning and implementing strategies and operations. Develop and improve systems and processes to continually improve customer experience. Assisting the team with escalations and customer service resolutions - looking for root cause solutions to maximise short- and long-term customer service and experience. Promoting and driving employee development and training. Responsible for case management via CRM system. Management of CSAT customer feedback account including responding to all who provide feedback. Monitoring calls with a view to improving the quality of customer service. Ensure employees are trained in all aspects of Customer Experience, to maximise flexibility. Communicate effectively with other internal departments with a view to further improving customer experience and service at all times.

Skills & Requirements:

A strong, customer focussed, mindset Excellent organisational and time management skills Effective communicator Ability to motivate and lead Good IT skills, including knowledge of a range of software packages The capacity to prioritise tasks and work under pressure Ability to liaise well with others and delegate tasks Strong verbal and written communication skills Ability to work on your own initiative and drive improvements Attention to detail Flexibility and adaptability to changing workloads Problem-solving skills and project management ability Preferably experience of IFS (or similar CRM system) and Order Entry experience Business administration/business management experience

Working Hours & Benefits:

Monday - Friday, 37.5 hours per week 25 days holiday entitlement Contributory pension scheme - matched up to 8% Life assurance (linked to pension scheme membership) Enhanced Maternity & Paternity pay Save as you earn Sharesave Scheme Cycle to work scheme Free flu vouchers Various health & wellbeing initiatives including complimentary occupational health on-site physiotherapy and counselling services Staff discount on all Genuit Group products Free on-site parking
Job Type: Full-time

Work Location: In person