Customer Experience Manager

The Recruitment Network
From £23,000 to £26,000 per annum DOE
05 Aug 2017
16 Aug 2017
We’re in a great place and want to get even better. We are looking for another superstar to join our fast-growing team in Ashford, Kent. If you are up for hard work with plenty of fun then we would love to read your CV. We are lucky enough to work in a rural courtyard just outside Ashford, over-looking beautiful gardens and our offices are a world away from corporate London stuffiness. Salary – We are looking to offer between £23k - £26k depending on what the right candidate can bring to the table. Our new someone needs to ensure help deliver a member experience that creates total member loyalty and engagement. Our purpose is help successful recruitment entrepreneurs achieve their strategic ambition, our goal is build a member network who enjoy such value they wouldn’t dream of leaving. So, what will you be doing? Member relations The members are busy successful business owners who are time poor. By developing close relationships with members, we can help provide the right support to meet their needs. The role will involve: Building a relationship and a rapport with every member Regular phone based contact with members to ensure the support they are receiving is adding the value we can add Analysis of what Recruitment tools, actions, activities that member are benefiting from and using and which ones they’re missing out on Identifying areas where members can be better supported Identifying opportunities and creating celebrity service Attending the quarterly Huddles to meet and support members Member experience The Recruitment Network experience is developing all the time. This role looks at making it even better: Using member insights and activity to identify opportunities to improve what we do Research and benchmark what else is happening out there within membership organisations and beyond Recommending and implementing new ideas in collaboration with the team Member insights We run member engagement surveys, get feedback from our quarterly face to face Huddles. This role needs to make this info useful: Coming up with recommendations based on what members are saying Getting ad-hoc feedback and using it to make every member value their membership Collecting individual successes and sharing it with the Network in a way which stimulates action An example of the other things you could be doing Speaking to members about how they are getting on with their plans and commitments Directing members to the support, tools etc that they might not be aware of Bouncing around ideas and getting input from the team about what we could do differently Sending the Recruitment Network Directors in to support members as required Reviewing different members levels of engagement Tightening up processes Attending Huddles in London (quarterly) to support the event and build relationship with members As part of your induction you will learn more about the business, our products and how we work. We will need you to have knowledge of Microsoft Office and Outlook (no excuses) but knowledge of the recruitment industry isn’t essential and the use of our online systems can be taught. The main things we need you to be damned good at are; Building rapport and relationships (over the phone and also in a support role at Huddles) Personal organisation and time management – otherwise you won’t survive very long Written and verbal communications Analysis (not heavy) Using your brain – reviewing what we know and finding a way to improve it. Interpersonal skills (face to face and on telephone) Problem solving Attention to detail is a huge one for us. Lastly, but most importantly, we will need you to be; Positive Reliable Passionate Pro-active and focused Strong work ethic Conscientious Good sense of humour Customer obsessed Deadline driven A team player If this sounds like you then nothing should stop you sending us your CV – we look forward to meeting you This job was originally posted as