About Prysmian
We are global cable player leading the energy transition and digital transformation. With over 150 + years of experience, 28,000+ employees. 52 Countries. 100+ plants worldwide, we drive new forms of energy and information to each and every corner of the earth.
We offer the widest range of services and know-how in the industry. Each year, the Group manufactures thousands of miles of underground and submarine cables and systems for power transmission and distribution, as well as medium and low voltage cables for the construction and infrastructure sectors. We also produce a comprehensive range of optical fibres, copper cables and connectivity systems for voice, video and data transmission for the telecommunications sector.
About The Role
We have a fantastic opportunity for a Customer Care Manager to join our team based in Bishopstoke, Southampton. You will lead the operational execution of all customer satisfaction initiatives, ensuring a customer-centric approach is embedded throughout the business. Aligning Customer Care initiatives with the company’s overall goals and objectives, as guided by the business unit Directors (Electrification, Digitalisation, and Power Grids)
Responsibilities
Lead the Customer Care Team to consistently deliver exceptional service, including timely quotes, order processing and after-sales activities.
Oversee the resolution of complex customer issues and escalations to ensure satisfaction and loyalty.
Ensure that procedures, processes, and internal controls are effectively used, remain relevant, and comply with company policies and legal requirements to mitigate risk to the business.
Develop and execute strategies that optimise the customer journey. Identify and drive improvements in both operational efficiency and strategic projects by identifying and analysing key performance indicators such as cost, service delivery, and customer satisfaction metrics.
Gain actionable insights into customer behavior by facilitating the collection and analysis of feedback via both formal methods (such as questionnaires, NPS, and surveys) and informal methods at all customer touchpoints with Customer Care.
Continuously evaluate and optimise communication channels to align with customer preferences and behavior implementing innovative solutions that leverage on both digital and non-digital solutions.
Direct cross functional collaboration with all internal functions including Commercial, MID, Logistics, Engineering and Operations to ensure a seamless and cohesive customer experience across all touchpoints.
Qualifications & Requirements
Ideally candidates will be educated to A level standard or equivalent, and preferably with a relevant professional qualification.
Hold business acumen. Demonstrated ability to identify, innovate, and lead change management initiatives.
Skilled in building relationships and working collaboratively within to achieve business goals.
Posses good knowledge of SAP and Microsoft Office programs.
Be flexible with the ability to adapt to a changing working environment and demonstrate excellent communication skills.
What we offer
25 days holiday plus statutory holidays
Defined Contribution pension scheme and generous life assurance
Yes Share Scheme – annual enrolment
Health Care Cash Plan – scheme which provides reimbursement of optical, dental and chiropody fees up to set limits.
24/7 free and confidential employee counselling service
On-line Language Learning Access
Enhanced maternity and paternity leave and pay
Generous sick pay arrangements
EE Mobile Discounts
Dell Advantage discounts
Rewards Portal – discounts on major retailers
Cycle to work scheme
Free onsite parking
Transition to Retirement Policy
Vitality scheme
Free Flu Jab
Prysmian , as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills, and abilities. We strongly believe that diversity brings significant value at all levels of the organization, increasing the possibility of capturing market opportunities and maximizing value for our customers and stakeholders. With Diversity, Equity, and Inclusion (DE&I) as part of our Social Ambition 2030 and a strategic pillar of our Company culture, Prysmian is committed to the development of an organization that prioritizes talent, where people feel respected, included, and free to fully express their potential just as they are.
All Managers and HRs in Prysmian are responsible for ensuring DE&I policies are respected during the recruiting process, as well as recognizing and mitigating unconscious biases that must not influence our selection processes. All persons will be considered for employment without regard to their race, ethnicity, religion, nationality, origin, citizenship status, socio-economic status, age, sex, gender identity or expression, sexual orientation, marital status, disability, military service or veteran status, pregnancy, parental leave, medical conditions, or any other characteristic protected by applicable federal, state or local laws. Prysmian will endeavor to make a reasonable accommodation for any disclosed physical or neurological condition or disability of a qualified applicant unless the accommodation would impose an undue hardship on the operation of our business.
Visit our DE&I Page to learn more about Prysmian's commitments.
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