Customer Experience Executive  

iMultiply are a market leading recruitment business that knows it's niche. Our areas of expertise are finance and accountancy and our knowledge in these areas is helping to make us one of the country’s fastest growing recruitment specialists.

Reporting directly to the CEO this individual will play a vital role in ensuring our customers feel listened to and valued. The successful applicant will act independently from consultants to ascertain accurate and constructive feedback from our customers, whilst ensuring a team approach to improving processes which directly impact customer experience. 

Duties will include:

  • Calling and meeting companies who have engaged us to gain insight and constructive feedback on our service (whether we were successful in filling the vacancy or not) 
  • Calling all candidates who have reached at least employer interview stage to gain insight and constructive feedback on both the employer’s process and iMultiply’s service 
  • Ensuring candidate feedback is fed back to employers in a timely and helpful manner 
  • Challenging iMultiply’s ways of working and delivering continuous improvement in customer service, leading change and transformation in people, process and systems enhancements to meet our ambitious growth targets and strategic objectives
  • Monthly reporting to the business regarding net promotor scores, feedback and internal improvements as a result of feedback 
  • Commenting on, following up with and increasing online reviews
  • Collecting testimonials and employer branding for our website
  • Ensuring customers are aware of all our services and gaining introductions/referrals 
  • Exploring standards and schemes for certification e.g. Institute of Customer Service 
  • Achieving awards for excellent customer service

The successful candidate will:

  • Have a proven track record in delivering outstanding customer service 
  • Have excellent listening skills with the ability to understand other perspectives 
  • Be able to demonstrate achievements within process improvement and influencing others 
  • Be able to work autonomously 
  • Be able to demonstrate proactivity 

 

If you are interested in career development and joining our dynamic team, please get in touch with your CV and an appropriate covering letter kirstymackenzie@imultiplyresourcing.com