About the job Client Experience Specialist/Manager

Key purpose:

Develop and lead customer experience frameworks to ensure the delivery of high quality service to all customers and that business targets are met.

Duties and responsibilities:

• Identify, control and escalate potential risks which may lead to increased costs
• Manage costs or expenses within approved budget to achieve cost efficiencies
• Deliver against operational and cost targets
• Prioritise resource allocation to minimise and reduce wastage
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Resolve customer dissatisfaction/complaints by taking ownership of the problem
• Analyse customer feedback to help improve customer service
• Ensure tha...