Assistant Customer Experience Manager

Role Overview

The Assistant Customer Experience Manager plays a key role in delivering exceptional customer service and ensuring a positive experience for shareholders across multiple service channels.

What You Will Do

Handle shareholder enquiries and complaints in a timely, accurate, and professional manner, while maintaining high service standards and compliance with company policies and regulatory requirements.

Why It Might Be a Fit

As a subject matter expert, the Assistant Customer Experience Manager will serve as an escalation point for complex and sensitive shareholder cases, providing effective resolutions and ensuring customer concerns are addressed promptly.

Requirements

• Lead and support a small team in delivering high-quality customer service and achieving excellent service objectives
• Act as an escalation point for complex, sensitive, or high-priority customer cases, ensuring timely and satisfactory resolution for USM-related enquiries
• Monitor service quality, customer feedback, complaint trends, and enquiry volumes to identify opportunities for process improvements and enhanced customer satisfaction
• Prepare and present regular management reports on customer service performance, enquiry volumes, complaint resolution status, and key service metrics
• Support the implementation of customer experience initiatives, policies, and service improvement programs
• Ensure compliance with internal policies, service standards, regulatory requirements, and operational procedures
• Coach, mentor, and provide guidance to junior team members, fostering a culture of continuous learning, accountability, and customer-centricity
• Contribute to ongoing projects and initiatives aimed at improving operational efficiency and the overall customer experience

Benefits

• Flexible work to help you find the best balance between work and lifestyle
• Health and wellbeing rewards that can be tailored to support you and your family
• Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well
• Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future