JOB OVERVIEW

Oakensen is a growing firm of Chartered Accountants with offices in Bristol and Trowbridge. We provide a range of accounting, tax, audit and advisory services to businesses and individuals throughout the UK.
In 2018 we were a small team of 2-3 people working from an old house in Trowbridge. We now have a team of 27 staff across 2 offices working with some really exciting clients and businesses.
We are constantly evolving, looking to grow with our clients and provide premium level services that create real value.
It is really important that we overdeliver for our clients. We are seeking a dedicated and dynamic Customer Experience Manager to help us through a period of transformation and enhance the overall customer journey.
This newly created role is pivotal in ensuring that our customers receive exceptional service and support, building loyalty, trust and satisfaction. The ideal candidate will possess strong interpersonal skills, a positive approach to problem solving and have some experience in a sales or account manager environment.
We are open to candidates from a variety of backgrounds and experience levels who think this opportunity might be exiting for them.

SKILLS

• Exceptional communication skills in English;
• Strong analytical abilities to assess situations and come up with solutions for improving customer experience.
• Ability to manage multiple tasks efficiently while maintaining attention to detail.
• A customer-centric mindset

• Managing the onboarding and offboarding process of clients
• Providing quotes to new customers. Conduct pricing reviews with existing clients and moving them onto new pricing model.
• Help develop and implement strategies to improve customer satisfaction and engagement.
• Analyse customer feedback to identify trends and areas for improvement.
• Manage escalated customer inquiries and complaints, providing effective resolutions in a timely manner and identifying weaknesses in our service delivery.
• Collaborate with all areas of the business to implement improvements and ensure a seamless customer experience
• Conduct regular training sessions to enhance team skills in communication, problem-solving, and product knowledge.