Job Introduction
Customer Experience Manager
Here at BPP we pride ourselves on providing the best possible client and learner experience, with our Contact Centre acting as the first point of contact for learners who want to develop and the business partners that strive for growth.
As Customer Experience Manager, you’ll help to deliver BPP Group’s Customer Experience strategy. Using your project management skills, you’ll support on initiatives to improve processes, and work with the wider team to create a better experience for our customers.
You will be fundamental to the functioning of our business – so as the Customer Experience Manager you will need to be knowledgeable about the customer business requirements, immersing yourself into their working operations. With the aim to continually enhance and develop the customer/student support teams.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for BPP?
It is a great time to join BPP as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
- Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family.
What you’ll be doing
In this role you will action and direct queries to various business functions via telephone, email and live chat who will then further their educational needs.
As such, you will be responsible for:
- Collaborating with a wide range of stakeholders including product and technology, IT developers, as well as support and operational teams to enhance customer services and brand awareness.
- To ensure touchpoints across the customer journey is engaging, efficient, and effective.
- Implement change that anticipates and addresses customer questions, needs, and complaints.
- Educate the rest of the organisation about the customer and the customer experience.
- Dedication, and attention to detail with regard to customer service in conjunction with a high level of positive, proactive, and supportive cooperation with the customers' teams will be the very heart of this role.
What experience you’ll need
To be successful in this role you will need to have a proven track record in the following areas:
- Experienced Customer Experience specialist, having fulfilled a comparable role in a similar or adjacent business.
- Experience of User journeys and Customer Profiles.
- Ability to engage with key stakeholders and use data to identify and meet customer needs.
- Experience, passion and drive to help deliver market-leading, customer-led propositions that deliver great results.
- Experience in working with data and analysis to make smart business decisions
- Proficiency in MS Office tools and Salesforce
- Exceptional interpersonal skills and a customer centered approach.
- Be adept at process and system management
BPP are a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices