Customer experience lead

Job Title: Customer Experience Lead ndash; GBP35-GBP45K Interview: 1 to 3 days from date of CV submission Important: Desirable to demonstrate experience from the Restaurant, Catering or the Hotel industry. * GBP35,000 - GBP45,000 Basic Salary - pending on experience and track record * Performance company bonus * 3 to 5 years of experience proven track record required. Background: My client is a highly reputable brand, one of the best in the UK for its niche focus and are experiencing immense growth on annual basis offering HORECA industries a wide range of hot beverage solutions. We are interested in hearing from candidates that can demonstrate customer experience through account management and marketing with a genuine interest to be part of the current expansion and brand building journey. This is what you will be doing: * Deliver excellence throughout the customer experience process * Be the point of escalation for customer queries and complaints across all channels * Handle escalations and resolve them according to internal framework * Offer ideas and solutions to ensure branding excellence * Manage key accounts and assist according to their needs * Be exceptionally sensitive to customer communication and understanding their needs * The role is field based but you are required to be present at company HQ * Engage clients via Teams, Zoom, Emails and Phone or face to face where required You must have the following: * Influence stakeholders and demonstrate a high level of emotional intelligence * Analyse and solve complex problems * Think critically, develop alternative solutions and take ownership of resolutions. * Take ownership of the customer journey * You thrive within a fast-paced environment and willingness to grow your career * Build trust with customers and handle sensitive issues with empathy * Show resilience in the face of high volumes of queries and complaints * Monitor progress of projects and set challenging goals for yourself * Collaborate with others and create a respectful and helpful working environment * Communicate effectively with customers and other team members * Show an innate desire to provide an exceptional experience for all customers * You are able to work on your own, and maintain daily contact with HQ Qualifications: * Experience in a Customer Service environment * Experience in Customer Engagement Excellence * Expertise in handling escalations and resolving customer complaints * Key account management related experience or exposure to * Ability to adapt to change and uncertainty positively * Formal complaint handling training (desirable) * Social Media customer service experience (desirable) About You the Role: This role offers a wonderful combination of key account management, customer service brand ambassador responsibilities. Therefore you are able to showcase excellence in your capacity to engage customer engagement through account management and branding. And demonstrate exceptional interest in being part of a business that is building an outstanding brand. If you are interested in this role, send us your CV now. Job Type: Full-time Pay: GBP35,000.00-GBP45,000.00 Basic Salary Commission: Highly Competitive per sales per client retention Benefits: Work from home field base Schedule: Monday to Friday Supplemental pay types: Bonus Work Location: Home / Field attend company HQ once a month or more Email your CV now, if successful you can expect an interview in 1 to 3 days