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Customer Experience Manager
3 months ago
Customer Experience Manager
Generated by Your HR System 27th Oct 2023
Position Purpose
To proactively increase customer satisfaction and loyalty, ensuring interactions meet TDH needs and visions
KPI's
Customer Experience
Customer Satisfaction
Productivity
Alignment with goals of the organisation
Staff Retention
Response times for client queries
Implementation of new processes to benefit TDH as a business
Key Duties
Lead, Manage and Develop Team
Lead and direct team to complete their tasks while ensuring the Todd Devine Homes values are followed
Team members meet key performance measures as outlined in their position description
One on one's with direct reports on a monthly basis at a minimum
Performance reviews conducted at least annually
PD's in place for each team member
Meet with direct reports to review performance and work tasks
Track performance of Maintenance Coordinator
Constantly driving a culture through the TDH team that shows empathy towards customers' needs and concerns
Visit each development site to meet with Community Managers
Each site visited at least monthly
Maintain a strong relationship with the Community Managers to ensure you fully understand the mood and feel of customers
Proactive working relationships with Community Managers and customers
Attend appropriate events and activities that build community connections
Attend and provide support to project community meetings when required
Grow positive relationships and be an internal advocate for residents
Ensure a good working knowledge of internal business functions to enable improved customer experience
Capture and Analyse Customer Experience Data & Metrics
Review existing systems to capture customer experience data
Meaningful data captured and communicated to key stakeholders
Assist with the implementation of Framework
Continually improve quality service standards and the associated metrics and reports
Improve Customer Service Processes and Systems
Analyse current processes and provide improvement recommendations
All customer experience procedures are current
Review and improve systems
Best practice systems in place
Train wider team to enhance their skill, service delivery and effectiveness regarding customer experience
Lead the roll out of new systems and processes
Safety
Follow all safety instructions and procedures by Todd Devine Homes.
Report unsafe working practices to a manager and/or safety representative as soon as identified.
Person Specification
Proven experience in leading, coaching and building a successful team
Experience and a true passion for optimising customer experience
Able to provide exceptional customer service skills and qualities that exceed our customers' expectations
Able to demonstrate a close attention to detail with highly developed organisational skills
Able to communicate effectively with people over 50
Ensure a high standard of communication and follow up for both our internal and external customers
Always seeking WIN/WIN's for both the customer and the business
Be assertive and able to positively deal with conflict
A positive, can-do attitude
A creative and innovative mindset towards improving the customer experience
A communicative and collaborative approach to working with stakeholders both externally and internally
Highly developed presentation with excellent communication skills
Able to continually improve quality service standards and the associated metrics and reports
