Customer Experience Manager

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

The Customer Experience Manager will be essential in fostering and advancing our teams, while also collaborating with clients to strengthen relationships. By working closely with Team Leads and individual contributors, you will contribute to the development of our colleagues' skill sets and career progression plans, ensuring the continuous delivery of an excellent service.

You’ll be based onsite in a modern and dynamic office environment 70% of the time, ensuring you are involved in supporting day to day activities and allowing you to have visibility of opportunities and challenges as they arise.

Here’s what the role looks like:

• Reporting to the Operations Lead, our Customer Experience Manager will be responsible for all operational delivery activities , including service performance , resource planning , and line management.
• Work with key personnel both within SWORD and at the CUSTOMER to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship
• Maintain and where possible improve upon service performance and delivery targets, run the continual service improvement process, engage with regular reporting and resource management, ensuring relevant performance metrics are met and customer satisfaction is high
• Have regular engagement with Customers and the appropriate stakeholders to gain a thorough understanding of the clients’ business
• Develop CSIP (Continual Service Improvement Plans), Customer Experience Plans and Service Reports as part of the delivery of services
• Maintain long-term customer relationship, developing into a trusted advisor and partner through high levels of customer engagement
• Manage the direct reports who are delivering services to the customers and support their development
• Foster a culture of continuous improvement through the development and delivery of training programs and professional development opportunities.
• Team development and performance management meetings with team members, identifying areas for development
• Work collaboratively with colleagues to proactively align talent with upcoming project requirements
• As part of the PDP process, set clear objectives and determine development opportunities

Requirements

At its core, this role is about our people. You’ll work closely with our customers to proactively support workload, also with internal colleagues, such as HR, Finance and Customer Experience, to ensure your team have the right tools to do their job, and to develop as part of their career path.

Here are the key skills and experience relevant to this role:

• Proven experience in a people management role, ideally within the technology or services sectors.
• Demonstrable ability to develop and implement strategies that drive engagement and performance.
• Exceptional communication, interpersonal, and relationship-building skills.
• Ability to analyse data to inform decision-making and improve processes.
• Strong organisational skills and the ability to manage multiple projects simultaneously.

• Operational Service Delivery and People Management experience.
• Ability to Manage diverse teams
• Strong multi-level relationship builder.
• Commercially focused, articulate and possess the ability to think strategically.
• Highly motivated, goal-oriented and target driven.
• Experience of management of budgets
• Ability to develop and execute customer experience plans and service reports
• Excellent communication skills and able to build relationships across multiple levels

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.