Our client is a leading platform for arts, culture, and heritage organisations across the UK and Ireland.
They are seeking an exceptional
Customer Experience Manager
who is passionate about ensuring excellent customer experience is at the heart of all operational aspects.
This is a fantastic opportunity for someone who can balance strategic thinking with hands-on execution. You'll drive significant impact in a company dedicated to the success of the arts and culture sector.
What will you do?
* Lead the direction of customer service
by running Support monthly, quarterly, and annual OKR's.
* Work collaboratively with the Head of Support
to ensure all daily customer service requests are proactively monitored and meeting set targets.
* Manage the team's performance
and lead individual monthly 1:1's with clear measurable targets, providing feedback and conducting performance reviews.
* Work cohesively across operations
to ensure processes are implemented and improved throughout teams such as Support, Onboardings, and Customer Success.
* Assist in team procedural requirements
such as employee recruitment, onboarding, and training
* Act as the necessary escalation point
for complaints, escalations, and project-evaluations to ensure clear actions and procedural improvements.
* Provide senior leadership
with weekly performance updates in Support metrics such as FRT, CSAT, TTR, and project updates.
* Run regular quality checks
on customer calls and tickets, giving feedback and refreshers so the Support team stays sharp.
What are we looking for?
* 3+ years experience
in customer/visitor/operational service delivery management, ideally with the arts and culture sector within the UK and Ireland.
* An empathetic, hard-working, and driven people manager who has vast experience managing teams of all sizes.
* A strong working knowledge of ticketing platforms, with hands-on experience using them.
* Helpdesk expertise (ideally
Zendesk
): workflows, automations, reporting, QA, and knowledge systems.
* A proven record of process improvement and meeting high-level targets in a fast-paced work environment.