Dental
Dental

Customer Experience Manager

Birmingham

Scope

Our client is a globally renowned and desirable manufacturer of devices for the dental industry. They have experienced a period of further growth and as a result, are looking to grow their dedicated Customer Service/Patient Experience team. This is a fantastic opportunity to join a fast-paced and innovative company with a passion for changing dentistry. The role is mid-senior level and will offer the opportunity for future progression. You will be responsible for a small team.

In this role you will significantly impact the success of the company brand.

You will own and continuously improve all direct consumer and patient interaction towards an effortless consumer experience, and will also ensure efficiency in the contact centre in the UK.

Responsibilities

  • Own the consumer / patient experience at the UK contact centre; own the web based appointment scheduling and patient lead conversion funnels and reporting.
  • Steer the operation of the UK contact centre in delivering the following activities: info request management, appointment scheduling, outbound conversion and satisfaction calls, technical support for app users, and all other consumer / patient leads and contacts.
  • Align and guide the UK team, be the Senior Point of Contact for key local and EMEA HQ stakeholders regarding the UK operations.
  • Support the outsourcer operations when needed.
  • Follow the local SLAs and KPIs and report contact centre performance.
  • Represent the functional and operational requirements towards IT and to other support functions.
  • Support the UK consumer marketing teams in effective campaign execution by aligning together the patient contact management with the consumer marketing advertisement budget.
  • Support the lead and contact forecasting together with the markets’ management team.

About You

  • Good contact centre / consumer service experience, with at least 2 years in leadership role, including optimizing the contact centre contact journeys and the experience.
  • Experience in contact centre platforms (telephone, chat, text, social media private message)
  • Background from a highly regulated complex environment (preferably medical/pharmaceutical)
  • Strong analytical and reporting skills
  • Advanced Microsoft Office skills, Sales Force Marketing Cloud experience is an advantage.
  • Business proficiency in English
  • Marketing education with CRM focus is a plus.
  • Hands-on team player attitude combined with strategic thinking, agility.
If you are interested in the above role then please apply or get in touch to discuss further.
Sally Piper Managed by Sally Piper
highlights
West Midlands
Permanent
Office
apply Posted - 13.01.2021

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Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.