Job Description

Location : Cookham, Berkshire, United Kingdom Job Advert

At CIM we are looking for a Qualification and Training Support Manager (Maternity Cover) to join our Customer Experience Team. In this role, you\xe2\x80\x99ll be utilising your leadership and managements skills whilst exceeding customer expectation.

About the role:

In this maternity cover role, you will manage the support we provide to our qualification customers, partnering with necessary business elements to ensure an excellent customer experience and encourage long-term relationships with CIM. You\xe2\x80\x99ll continually identify opportunities and implement changes that improve our qualification products.

Hybrid working is fully embedded in CIM\'s company culture. Our Customer Experience Team follow a model of both onsite and remote working, currently 2 days office based / 3 days remote per week.

In a typical day, you might:

• Drive the performance of your team in using clear and specific measures
• Foster a customer-centric culture within your team which is infectious for the business
• Effectively lead your team to improve the quality of the service delivered by the department
• Develop your teams\xe2\x80\x99 understanding of the CX industry, its key themes and trends
• Support your team to engage in CIM products and services, such as content, CPD, courses, qualifications etc.
• Together with your partner departments, drive our qualification offerings and service to be best in class
• Stay up to date with the latest external trends and research in qualification provision, and look for ways to adopt relevant practises into CIM
• Make recommendations for improvements based on solid evidence
• Support the business to identify opportunities that improve our offering to customers
• Promote a culture of continuous improvement, ensuring feedback lands effectively and is reflected in appropriate training
• Effectively support our qualification support teams to agreed learning calendars
• Collaborate across departments to identify opportunities to develop our offering and facilitate change
• Work with the Membership and Benefits Manager to support the lifetime journey and upgrades of members across studying and professional grades
• Work across the CX team to understand and analyse customer feedback data, effectively distributing relevant information around the business
• Partner across the business to raise awareness of CIM products and launch new offerings
• Procure and manage our business partners/suppliers to ensure the maximum value for CIM in the relationship
• Work with relevant teams to ensure our online and physical materials are fit for purpose and deliver a great experience.
• Focus on and support our customers through their journey with us to achieve their goals
• Implement and manage processes that deliver maximum effects with appropriately measured effort
• Ensure all communications to members effectively reflect our brand, tone of voice and chosen messaging
• Ensure your team are aware of and abide by relevant regulation
• Ensure our departmental quality framework is fit for purpose and executed effectively

For this role, you\xe2\x80\x99ll need:

• Fantastic leadership skills with the ability to motivate, coach and develop a diverse team

• Good understanding of team management key metrics and trends

• Strong collaborator, able to develop and maintain cross-departmental relationships

• Ability to effectively gather, present and analyse data, drawing appropriate conclusions

• Strong understanding of customer survey best practice

• Excellent communication skills

• Ability to offer constructive feedback

• High attention to accuracy and detail

• Experience in using Microsoft Office products

• Experience of working within an Ofqual regulated environment (desirable but not mandatory)

Attitudes and behaviours

• Customer centric

• Passion to exceed customers\xe2\x80\x99 expectations

• Approachable and professional attitude

• Customer centric

• Strong and effective communicator & people leader

• Empathetic

• Respond well to pressure

• Embrace and drive change

• Solution seeker

• Good strategic and tactical balance

Who we are:

CIM supports, develops and represents marketers, organisations and the profession all over the world. We offer a diverse range of training courses and world-renowned qualifications, which enable modern marketers to thrive in their roles and deliver long-term success for businesses. Our ability to award Chartered Marketer status recognises a marketer\xe2\x80\x99s commitment to staying current and abiding by a professional Code of Conduct.

CIM / Moor Hall does not hold a sponsorship licence with the Home Office and as this role is UK based, we are therefore unable to consider applications from those who do not have the right to work in the UK.

Apply now to join team CIM | Moor Hall! A 4.5\xe2\x98\x85 Glassdoor rated organisation

Hours 9 to 5 Monday to Friday
Department Customer Experience
Job Type Fixed-term contract
Contract Type Full time
Salary \xc2\xa335,000 to \xc2\xa340,000

Chartered Institute of Marketing