Customer Experience Manager

Swindon
Standard / Permanent
Job Family:
Customer relationship management
Experience level:
Not indicated
Reference number:
BIR19023003
Mission:

About us

We are Europe’s No.1 vehicle leasing provider with a clear vision for sustainable mobility. Mobility is as simple as someone moving from point A to point B, however and whenever they chose. Research shows us that for 2021 and beyond, developing existing products and introducing new ones into the mix is what our customers want.

Luckily, at Arval, we have an excellent pedigree in mobility. Listening, changing and evolving are also strengths that we’re proud to shout about. With our new Arval Beyond strategy, we look forward to offering the sustainable, flexible and cost effective solutions our customers want. We are proud to say that our customers will continue to be our priority.

Culturally, we are a friendly bunch - more human, than corporate. We expect a lot but know that works both ways so offer our Journey Makers all the support they need. Going forward this will include a flexible approach with split office/ home working options too. When we are back in, you will find our offices inviting, relaxed and refreshing.

About the role 

This is a role that sits within our exciting and challenging Retail Customer Service Team with the key objective of rewiring our business around the customer to deliver the service, they want in the way they want it.

Your role will be to shape and deliver the Retail Customer Service strategy, the long term development of the team and service. Looking at probable behaviour of the customers and what this means -  the identification and delivery of the overall mission, forward thinking, being proactive, direction and objectives to support the strategy and end goal of becoming customer centric.  In short, this role is about bridging the gap between where we are and where we want to be.

You will also drive a culture of continuous improvement to guarantee efficiencies and improvements in the customer journey are identified and implemented and rolled out across the business.

In this position, you will have one direct report; a manager who in turn has a team of up to 17 people who spend the bulk of their time communicating over the phone and via email & social media with our customers, managing complaints, providing expert advice and support.

You will report into the Head of Customer Experience and this team sits in our Customer Experience channel, interacting directly with a variety of stakeholder.

Pay Zone – B2

 

Who we are looking for?

We are looking for an energetic and confident individual who has proven experience in managing and leading a team and can evidence this success through objective achievement, customer satisfaction and team development. Someone who is incredibly customer centric and can drive a culture of customer experience and advocate the customer at every point of the customer journey.

This role is all about motivating and understanding the needs of our customer, so we need someone who is able to build relationships quickly and get to the root of the problem, whilst listening along the way. This isn’t always easy so you will not only have the necessary political wizardry to negotiate your way through some challenging conversations but also the confidence to make a decision and negotiate the business, whilst keeping a calm head.  

An understanding of process improvement, project management and digitalisation will support in driving improvement and positive change. 

In essence your communication skills are awesome and you will be known not only for your naturally exuberant personality and character but also your resilience, innovation and creative thinking.

Finally, we need an element of strategic thinking. Someone able to take a long-term view for the team, customer and Arval. 

Key Skills required:

  • Experience of customer experience environment
  • Stakeholder management
  • Process and project management experience
  • Strong communication skills (verbal and written)
  • Expert planning, prioritisation and organisational skills
  • Ability to build relationships with stakeholders at all levels
  • Positive attitude and enthusiastic
  • Digitalisation awareness
  • Innovative thinking
  • An understanding of Agile
  • Commercial understanding and awareness
  • Good understanding of Arval, its Product Portfolio and the Leasing industry in general (would be ideal)

What’s in it for you?

This role is based in our Swindon office, soon to be refurbished to embrace a fluid and digital working world, with Hybrid Working options to explore.

Our employees are important to us and owned by a bank, we all benefit from some excellent benefits. Look at these:

  • Private Healthcare
  • Life Assurance
  • Company Pension (the company will add in up to 10% into your pension pot every month)
  • 25 days holiday (plus bank holidays)
  • Competitive basic salary upto£45,000
  • Bonus (up to £1,725 p/a)
  • Volunteering Days & Charity work actively encouraged
  • Many future career options
  • Onsite Gym 
  • Hybrid Working options

 Here is a video that shows life at Arval pre lockdown:- https://youtu.be/dwYJZ1WfGno

 If you have the drive and ambition why not apply today!

 

About Arval BNP Paribas:

Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers – large international corporates, SMEs and professionals – tailored solutions that optimise their employees’ mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval’s customer promise, are delivered in 29 countries by over 6,500 employees. Arval’s total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017).

Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.