Customer Experience Manager (Brighton,UK)

We are experts in career tech­nol­o­gy. We have been pro­vid­ing job board and recruit­ment tech­nol­o­gy to our clients since 2000, work­ing with the world’s lead­ing media brands and organ­i­sa­tions in 10 lan­guages and 14 countries.

Madgex has offices based across the globe and has been named in The Sun­day Times 100 Best Com­pa­nies to Work for and Great Places to Work. 

Require­ments

The role is the Man­ag­er of a SaaS Cus­tomer Ser­vice team. You should be able to coach, moti­vate, organ­ise and lead a team to be:

• Fan­tas­tic client advo­cates able to resolve a wide vari­ety of busi­ness requests
• Knowl­edge­able about our prod­ucts, mar­ket and com­pe­ti­tion in order to help our clients run suc­cess­ful recruit­ment businesses
• Col­lab­o­ra­tive as well as work autonomous­ly where appropriate
• Keen to dri­ve out inefficiencies
• Curi­ous about our clients needs, goals and busi­ness challenges
• Inter­est­ed in new technologies

You will dis­play great prod­uct knowl­edge, com­mer­cial aware­ness and ana­lyt­i­cal skills to spot trends, esca­late poten­tial com­mer­cial threats, imple­ment ser­vice ini­tia­tives and rec­om­mend prod­uct changes. These actions will dri­ve an increase in cus­tomer sat­is­fac­tion, con­sumer advo­ca­cy and there­fore reduce churn.

This is a client fac­ing and man­age­ment role, there­fore you must be con­fi­dent man­ag­ing client inter­ac­tion, esca­la­tions and run­ning a cus­tomer ser­vice team. You should have excel­lent ana­lyt­i­cal skills to learn and under­stand our prod­ucts and iden­ti­fy client prob­lems or require­ments quick­ly and accurately.

You will sup­port the team to meet SLAs and report on suc­cess­es and nec­es­sary improvements.

Account­abil­i­ties

• Man­age 121’s, appraisals, hol­i­day, sick­ness and per­for­mance of Ser­vice Team mem­bers both in the Brighton and Cana­di­an office
• Man­age and dri­ve deliv­ery of inter­nal SLAs on all tick­ets. Ensur­ing no gaps in process or account­abil­i­ty to enable greater cus­tomer suc­cess and satisfaction
• Main­tain a detailed and advanced under­stand­ing of our core tech­nolo­gies and prod­ucts and their busi­ness appli­ca­tion with­in our tar­get client base
• Help pro­tect exist­ing rev­enues through dri­ving an excel­lent cus­tomer ser­vice ethos
• Run week­ly Ser­vice Man­age­ment meet­ings to review stats, trends, cus­tomer issues and prod­uct issues
• Main­tain very close engage­ment with clients, tick­ets and still per­form hands on duties
• Own­er of Help Cen­tres across all prod­ucts and work­streams, keep­ing Head of Ser­vice informed of need’s and costs
• Build strong inter­per­son­al rela­tion­ships and strive to under­stand your team mem­bers’ moti­va­tions and devel­op­ment needs

Our Val­ues

Smart - intel­li­gent, inno­v­a­tive, prob­lem solvers

Col­lab­o­ra­tive - with clients, with each other

Bold - chal­lenge, brave, think big, thought leaders

Ben­e­fits

At Madgex, we are a com­mu­ni­ty. We’re a friend­ly bunch with pas­sion, ambi­tion and we thrive on team work, learn­ing & devel­op­ment and our reg­u­lar social gath­er­ings. As an equal­ly impor­tant mem­ber of our team you will be reward­ed with:

• A salary of £35,000 – £40,000, reviewed annually
• 25 days hol­i­day, increas­ing each year you work with us
• Enhanced family/​partner friend­ly poli­cies – we want to sup­port you in those big life moments
• Gen­uine com­mit­ment to your health and well-being, includ­ing Sim­ply Health Cash Plan, Perk­box, Cycle to Work scheme and a whole host of activ­i­ties and approach­es from week­ly Yoga to month­ly mas­sages organ­ised by our ded­i­cat­ed Health & Hap­pi­ness team
• Free Food Fri­days includ­ing sal­ad, cake and our famous Deli Day
• Team socials – we’ve had every­thing from BBQs and boot­camps to beer and our annu­al birth­day bash
• We’re com­mit­ted to your per­son­al career growth and we’ll pro­vide you with learn­ing and devel­op­ment resources 
• A ded­i­cat­ed Bud­dy in your first week along­side a full induc­tion sched­ule, giv­ing you the chance to meet the whole Madgex family.

Send us your CV along with a cov­er­ing let­ter telling us about you, your career, your ambi­tions and why you think you’d be a great fit with­in our team. 

Inter­views will com­mence 26^th Novem­ber 2018. We can’t wait to hear from you and invite you into the Madgex team.

Equal Oppor­tu­ni­ties Statement:

Madgex is com­mit­ted to pro­mot­ing equal oppor­tu­ni­ties in employ­ment. Employ­ees and job appli­cants will receive equal treat­ment regard­less of age, dis­abil­i­ty, gen­der reas­sign­ment, mar­i­tal or civ­il part­ner sta­tus, preg­nan­cy or mater­ni­ty, race, colour, nation­al­i­ty, eth­nic or nation­al ori­gin, reli­gion or belief, sex or sex­u­al ori­en­ta­tion (Pro­tect­ed Char­ac­ter­is­tics).