Microbyte Solutions Ltd
Customer Experience Manager
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About Microbyte
Microbyte is looking for someone who genuinely loves making people feel looked after. Someone who sees a frustrated customer not as a problem to manage, but as an opportunity to turn things around. Someone who believes great service is never an accident, and who takes pride in every interaction that goes out under the Microbyte name.
As we have grown, we have made a deliberate decision to give the customer experience the dedicated ownership it deserves. We are looking for someone to take that on end to end. From the moment a new user joins one of our clients, to the way daily queries are handled, to how our clients feel about Microbyte when things do not go to plan.
Are you the kind of person who finds genuine satisfaction in making someone's day better?
Do you have the optimism and professionalism to maintain high standards even when things get busy?
Have you been looking for a role where the customer is genuinely at the centre of everything you do?
This role sits at the heart of how Microbyte is experienced by the people we serve. You will own our onboarding process, keep a close eye on how the service desk is performing from a client perspective, and make sure the customer is never an afterthought inside this business.
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At Microbyte, we pride ourselves on providing cutting-edge technologies with a fast-paced team of forward thinkers. If you see yourself being involved in an ever-growing MSP with friendly, collaborative offices in the UK, UAE and US, then this could be the role you are looking for.
Duties and Responsibilities
Human Centred Onboarding
- Lead the Human Centred Onboarding process as the primary point of contact for new employees joining our clients
- Maintain oversight of the onboarding schedule, coordinating alongside hardware delivery across residential, head office and remote locations
- Keep clients informed on progress and request clarification where needed
- Support introductory meetings with prospective clients where invited, and share marketing material with new and existing clients
Customer Satisfaction and Advocacy
- Own customer satisfaction across the business, treating it as a genuine reflection of how well we are looking after the people who depend on us
- Act as the first point of contact for negative feedback, addressing concerns personally until the client feels fully resolved
- Build trusted relationships with key client contacts, and ensure the voice of the customer is heard inside the business
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Backlog Management and Service Improvement
- Identify patterns, delays and recurring issues before they develop into complaints
- Work with engineers and leadership to drive permanent corrective action on repeat problems
- Provide clear, honest reporting on service performance and customer sentiment to the leadership team
Required Experience / Skills
- A genuinely optimistic outlook and an instinctive commitment to excellent customer experience
- Proven experience in a customer experience, client services, or client-facing operations role
- A confident, warm and professional communicator at all levels
- Highly organised, composed under pressure, and solution-focused when things get difficult
- Experience in an MSP or IT services environment is a strong advantage
Location and Salary
- Full time, office-based at our Peterborough Head Office, close to the A1 and one hour north of London by train. £30,000 to £40,000 dependent on experience.
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