Customer Experience Manager

at  UniHomes

CUSTOMER EXPERIENCE MANAGER

Sheffield, South Yorkshire, United Kingdom

SALARY: £40,000 - £45,000

Do you thrive in a fast-paced environment where the customer comes first? Are you excited by the prospect of working for a fast-growing tech company that’s revolutionising the student housing market? Then this brand-new role at UniHomes could be your perfect next step!
We are seeking a driven and highly experienced Customer Experience Manager to join our team. In this new role, you will be the champion for our student customers, ensuring their voices are heard and their needs are prioritised throughout their entire UniHomes journey. This varied role will see you working across departments to consistently exceed expectations and deliver a seamless customer experience at every touchpoint.

SKILLS AND EXPERIENCE:

• Minimum 3-5 years of experience in a customer experience management or related role.
• Strong understanding of the importance of customer satisfaction and loyalty in today’s competitive landscape and a passion for exceeding customer expectations.
• Proven track record of successfully implementing CX initiatives and improving customer satisfaction metrics.
• Excellent analytical and problem-solving skills.
• Strong communication, interpersonal, and collaboration skills.
• Ability to work independently and manage multiple priorities.
• Ability to work effectively in a fast-paced and dynamic environment.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with Salesforce (a plus).
• Experience working within the prop-tech or student accommodation sector (a plus).

ABOUT US:

UniHomes has been named the fastest-growing technology company in Yorkshire and the Northeast in the 2023 Deloitte UK Technology Fast 50. We are also incredibly proud to have been officially certified as a Great Place to Work® (GPTW®).
Our industry-leading property search portal and utility management service enables our established and ever-increasing network of letting agent partners, to offer hassle-free all-inclusive accommodation to our growing and strong community of university students, who are actively seeking their perfect shared house. We are taking the market by storm, currently in 47 university cities and towns across the UK, and we have huge ambitions for 2024.
Founded by three Sheffield property entrepreneurs in 2015, we have experienced remarkable growth and now have a team of almost one hundred at our Sheffield City Centre office. With recent minority investment from LDC we are scaling up our teams ready to conquer new horizons. There couldn’t be a more exciting time to join us.

• Own the end-to-end customer journey: Analyse all touchpoints, from initial enquiry to in-life service, identifying areas of strength and opportunities for improvement.
• Develop and manage customer service programs: Ensure consistent and high-quality service delivery across all channels (phone, email, live chat).
• Champion the customer voice: Gather and analyse customer feedback through surveys, reviews, and direct interactions. Identify trends and present key insights to stakeholders to drive positive change.
• Lead cross-functional initiatives: Collaborate with various departments (e.g., sales, marketing, operations, technology, finance etc.) to implement strategies that enhance the overall customer experience.
• Develop and monitor CX metrics: Track key performance indicators (KPIs) and introduce a robust Net Promoter Score (NPS), process Customer Satisfaction Score (CSAT), and customer lifetime value (CLTV) to measure the effectiveness of CX efforts.
• Own Reviews: Own and respond to our Trustpilot reviews and conduct Root Cause Analysis to improve our processes.
• Advocate for a customer-centric culture: Foster a company-wide understanding of the importance of customer satisfaction and lead by example.
• Stay ahead of the curve: Research and implement industry best practices in customer experience management.