Customer Experience Officer

job specification

Salary:

£22,000 - £28,000 per annum pro rata ( Progressive pay band )

Job Term:

Permanent

Start Date:

September, 2022

Hours:

22.5 hours per week

Organisation:

The Outdoors Group

Closing Date:

28/08/2022

Location:

Flexible - Crediton office and home based ( minimum 1 office day per week )

About the outdoors group

The Outdoors Group is a ten-year strong, pioneering, ‘for purpose’ organisation primarily based in the county of Devon, providing opportunities for children, young people, and adults to access education, training, and fun experiences in outdoor settings. We have continued to grow during the pandemic, expanding across Devon and into Somerset. We are all about creating a fun and fantastic place to work with a strong emphasis on work-life balance as part of a community of like-minded people, focusing on providing excellent development opportunities for all our learners and staff. Leading in our market, we have heaps of knowledge, enthusiasm, and a strong vision about who we are and where we’re going…. come and join us on the journey!

We are a forward-thinking company providing outdoor education with a culture of continuous growth and improvement and are looking for a confident, experienced and dedicated individual to join our Marketing & Communications Team. This is a fantastic opportunity for somebody who wants to join a successful, established but very much growing business and progress their career.

The Outdoors Group is a ten-year strong, pioneering, ‘for purpose’ organisation primarily based in the county of Devon, providing opportunities for children, young people, and adults to access education, training, and fun experiences in outdoor settings. We have continued to grow during the pandemic, expanding across Devon and into Somerset. We are all about creating a fun and fantastic place to work with a strong emphasis on work-life balance as part of a community of like-minded people, focusing on providing excellent development opportunities for all our learners and staff. Leading in our market, we have heaps of knowledge, enthusiasm, and a strong vision about who we are and where we’re going…. come and join us on the journey!

We are a forward-thinking company providing outdoor education with a culture of continuous growth and improvement and are looking for a confident, experienced and dedicated individual to join our Marketing & Communications Team. This is a fantastic opportunity for somebody who wants to join a successful, established but very much growing business and progress their career.

Job description

This would be a part-time role with potential to extend to full time in line with business needs.

As Customer Experience Officer you will combine thought leadership skills with a desire to provide a positive customer experience. Working with both the marketing team and our customer facing teams, being a great communicator and team player is essential. As CX Officer you will organise and develop ways to measure how customers perceive the product and/or service we provide.

Along with fine-tuning the customer journey, the CX Officer will also be responsible for elements of the employee experience and how it directly impacts the end customer. You will ensure the experience for both customers and employees is positive.

Developing and implementing tools and processes to understand our customers and the experience they have with The Outdoors Group and improving the customer journey across all departments, systems and processes, ensuring a great brand experience for all our audiences; both internal and external.  This is an evolving role role so you will have the opportunity to make it your own and make a significant change to the customer experience and increase our brand value.

Main Responsibilities.

  • Develop existing customer profiles and map customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from initial enquiry, payment, delivery, feedback and customer support.
  • Liaise with internal teams such as finance, SLT and all customer facing teams to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged, including developing all standard communications and templates to customers.
  • Regular communication with internal stakeholders and other customer-facing teams to identify gaps and opportunities, if any, in the brand experience.
  • Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.
  • Ensuring the CX strategies are aligned to the larger marketing and business objectives and outcomes.
  • Collect, track and analyse customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance.
  • Work with teams to ensure a seamless brand and buying experience with the technology, processes and administration, including overseeing our customer booking system.

Staff Management Responsibilities

  • As part of the wider team you will be assist with mentoring for our Marketing & Communications Assistant

This post requires a DBS check.

The Outdoors Group believe in supporting and nurturing all employees and you would therefore be expected to participate and engage with our bespoke Company CPD programs to meet the needs of your job role and enable you to grow with the organisation.

Please note that all employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in their job description.

You are expected to be aware of and adhere to all policies and procedures for The Outdoors School/Group.

This job description is current at the date shown, but in consultation with you, may be amended by your line manager to reflect or anticipate changes in the job role.

person specification

Skills, Knowledge & Experience

Essential

  • Exceptional interpersonal skills and a customer-centered approach.
  • Attention to detail and accuracy.
  • Strong analytical skills and data-driven thinking.
  • Speed, flexibility and agility to work with ever changing business and customer dynamics.
  • Strong project management skills.
  • Empathy and listening skills; putting yourself in the customer’s shoes and identifying employee frustrations with current systems.
  • Great organisational and time management abilities.
  • Superb communication, collaboration, and problem-solving skills.
  • Proven background in a similar role.
  • Proficiency in MS Office, as well as CX or CRM software or similar, booking systems and web-based software.

 

Desirable

  • Experience working in the education sector or outdoor learning.
  • Previous experience in a CX role.

Personal Qualities

Essential

  • A strong team player but highly organised and capable of working on your own initiative
  • Creative and Proactive
  • Can do attitude

Desirable

  • A love of the outdoors
  • Great sense of humour

Qualifications & Training

Essential

  • Degree level qualification or at least 2 years’ experience in a similar role
  • Willingness to complete necessary qualifications and training

 

Desirable

  • Background in communications or marketing

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