We are currently working for a market leader in the construction sector who are looking for a Customer Experience Executive to be responsible for identifying opportunities to enhance service and associated improvements projects and increasing the standards of the service provided to their customers to ensure world class service is provided to all of its customers all of the time. Candidates will ideally have customer service experience within a busy environment, coupled with previous project management experience within a role. Furthermore, experience dealing with a complaint case load and being comfortable managing difficult conversations is crucial. In terms of qualifications, Candidates will ideally possess a professional accreditation with a recognised project management body such as The Association for project Management (APM) or Princes2 however this is not crucial, and project management experience from within a role will also be considered.
Reporting to the Head of Customer Experience, the Customer Experience Executive will actively contribute to the identification of customer experience improvement activities, through root cause analysis, journey mapping, and actively managing the solution into place. You will take ownership of customer feedback following surveys, building strong relationships with customers to further understand issues, highlighting and implementing the necessary improvements to improve customer loyalty whilst supporting customers who have been disappointed with the service they have received, using your own initiative to ensure a resolution is agreed and actioned within a timely manner and the situation is used to strengthen the relationship with the customer.
The ideal candidate will be entrepreneurial, innovative, customer focused and open and engaging. Due to the location of this opportunity, candidates will ideally be located in Milton Keynes, Bedford, St. Neots, Stevenage, St. Albans, Aylesbury, Luton and the surrounding areas.
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