Job title Journey Manager

Location: Tachbrook Park, Warwick

Type: Permanent, Full-time, Hybrid – with national travel to sites

Salary: £45,000 - £55,000 (Dependent on experience)

About the Role:

As a Journey Manager, you will play a key role in enhancing the customer experience at a specific stage of their journey. You’ll be responsible for identifying opportunities to improve interactions, streamline processes, and achieve targeted outcomes. By analyzing customer data and implementing innovative solutions, you will help shape our overall customer service strategy, driving satisfaction and loyalty.

Key Responsibilities:

• Design and implement plans to resolve customer pain points within your assigned journey stage.
• Monitor performance using KPIs and customer feedback to inform strategic decisions.
• Collaborate with other journey managers and cross-functional teams to ensure a seamless, integrated experience.
• Champion customer insights, ensuring they guide process improvements and innovation.
• Advise on team capacity and skills needed to deliver exceptional service, working closely with Team Leaders and Resourcing Coordinators.
• Contribute to training programs and actively support the development of Customer Service agents.

What You’ll Bring:

• Analytical mindset: Skilled in data analysis to uncover actionable insights.
• Strategic thinker: Proven ability to align improvement strategies with business goals.
• Leadership experience: Success in managing teams to achieve performance targets.
• Customer focus: Deep understanding of customer needs, using feedback to drive decisions.
• Collaboration: Strong communicator with a talent for working across teams to enhance customer experiences.

What we can offer you!

• 25 days annual leave plus 8 Bank Holidays
• Holiday Purchase
• Private Medical Insurance
• Company pension scheme
• Company Bonus
• Staff Discounts on Gas
  
  

For a full list of our benefits visit: https://www.calor.co.uk/about-us/careers