Customer Experience Manager

Caring is one of our key values and caring for our customers is one of the key competencies we expect of our people. We are looking for an experienced professional to lead and develop Eildon’s Customer Experience Hub, to deliver a customer first approach which provides high levels of satisfaction and excellent service delivery. This includes developing, coaching, and managing a team of Customer Advisors to deliver high-quality customer service; ensuring service standards and performance targets are clearly understood and met. You will work with managers to encourage a culture of customer service excellence across Eildon. You will need personal resilience to deal with conflict and effectively solve complex issues as well as having excellent interpersonal and communication skills with the ability to negotiate confidently and effectively.

Qualified to SCQF Level 9 or above i.e., SVQ4, ordinary degree in Housing Studies, Business Management or a similar related subject; you could be working towards or in possession of a relevant qualification in customer service and/or leadership and management. Ideally you should have experience of developing and managing a customer facing service, preferably in a contact centre environment with experience of developing and managing people.

You should have the ability to challenge, motivate and engage people across teams to successfully deliver a customer focused culture.

As our values are incredibly important to us you will need to be able to demonstrate a personal commitment and positive approach to Eildon’s vision and values to deliver an effective and valued service to our customers.

In return Eildon offer a competitive reward package including membership of SHAPS Defined Contribution Pension Scheme and a Health Cash Plan. Please note that this appointment will require Standard Level clearance from Disclosure Scotland.

If you would like to discuss this opportunity further, please contact our Director of Community Services, Amanda Miller, on 07867 208621, for further information please go to: www.eildon.org.uk

To apply for this position, please email your CV and a covering letter, outlining what you could bring to this role to jobs@eildon.org.uk

Closing Date: 12 noon Friday 23 April 2021

Interview Date: Week commencing 03/05/2021

(this may be via Microsoft Teams due to Covid-19 restrictions)