• Customer Experience Manager

    Brighton, UK, £35,000 - £40,000 per annum, closing date 14th Dec 2018

  • We are innovators, creators, developers, designers — inspired by our work that connects talented people with employers

    Our market-leading career technology boosts engagement, provides deeper insight and drives more revenue.

  • Life at Madgex is good

    We all enjoy what we do and do it well. We’re always growing – the team, the business, the products we provide and the markets we reach. It’s an exciting time to be a Madgexian – there’s a determined focus on innovation and creativity - finding new ways to make life easier and more successful for our customers.

    We’re very much a collection of humans – not employees, or members of staff, or (the worst) resource. We’re people and we’re treated like people. With a heavy emphasis on learning and development and the budget to match, we’re truly into personal growth. Come and grow with us. 

    • Madgex isn’t only my workplace, it’s somewhere that cares about my health and well-being as well as my day-to-day life outside of work. The benefits such as Perkbox, Simply Health and our office fruit baskets allow me to live my life, enabling me to save money when I can and feel at ease by the presence of the Healthcare package provided for us.

      Nicky

      Digital Product Designer

    • One of the best things about working at Madgex is the company’s appetite for innovation and a willingness to take on new technology. If you come up with a good idea, we will go for it. Things happen quickly here.

      Andy

      Senior Software Developer

  • The role is the Manager of a SaaS Customer Service team. You should be able to coach, motivate, organise and lead a team to be:

    • Fantastic client advocates able to resolve a wide variety of business requests
    • Knowledgeable about our products, market and competition in order to help our clients run successful recruitment businesses
    • Collaborative as well as work autonomously where appropriate
    • Keen to drive out inefficiencies
    • Curious about our clients needs, goals and business challenges
    • Interested in new technologies

    You will display great product knowledge, commercial awareness and analytical skills to spot trends, escalate potential commercial threats, implement service initiatives and recommend product changes. These actions will drive an increase in customer satisfaction, consumer advocacy and therefore reduce churn.

    This is a client facing and management role, therefore you must be confident managing client interaction, escalations and running a customer service team. You should have excellent analytical skills to learn and understand our products and identify client problems or requirements quickly and accurately.

    You will support the team to meet SLAs and report on successes and necessary improvements.

    Accountabilities

    • Manage 121’s, appraisals, holiday, sickness and performance of Service Team members both in the Brighton and Canadian office
    • Manage and drive delivery of internal SLAs on all tickets. Ensuring no gaps in process or accountability to enable greater customer success and satisfaction
    • Maintain a detailed and advanced understanding of our core technologies and products and their business application within our target client base
    • Help protect existing revenues through driving an excellent customer service ethos
    • Run weekly Service Management meetings to review stats, trends, customer issues and product issues
    • Maintain very close engagement with clients, tickets and still perform hands on duties
    • Owner of Help Centres across all products and workstreams, keeping Head of Service informed of need’s and costs
    • Build strong interpersonal relationships and strive to understand your team members’ motivations and development needs

    Our Values

    Smart - intelligent, innovative, problem solvers

    Collaborative - with clients, with each other

    Bold - challenge, brave, think big, thought leaders

    Benefits

    At Madgex, we are a community. We’re a friendly bunch with passion, ambition and we thrive on team work, learning & development and our regular social gatherings. As an equally important member of our team you will be rewarded with:

    • A salary of £35,000 – £40,000, reviewed annually
    • 25 days holiday, increasing each year you work with us
    • Enhanced family/partner friendly policies – we want to support you in those big life moments
    • Genuine commitment to your health and well-being, including Simply Health Cash Plan, Perkbox, Cycle to Work scheme and a whole host of activities and approaches from weekly Yoga to monthly massages organised by our dedicated Health & Happiness team
    • Free Food Fridays including salad, cake and our famous Deli Day
    • Team socials – we’ve had everything from BBQs and bootcamps to beer and our annual birthday bash
    • We're committed to your personal career growth and we'll provide you with learning and development resources
    • A dedicated Buddy in your first week alongside a full induction schedule, giving you the chance to meet the whole Madgex family.

    Send us your CV along with a covering letter telling us about you, your career, your ambitions and why you think you’d be a great fit within our team.

    Interviews will commence 26th November 2018. We can't wait to hear from you and invite you into the Madgex team.

    Equal Opportunities Statement:

    Madgex is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).

  • Technology to get excited about

    We hire the best people and give them the tools to make great stuff. Our passion for UX and the daily opportunities to build on established languages and blend new technologies and frameworks into a successful software platform ensures our developers and designers are doing work that they love. And we’re always learning to stay ahead and fresh.

    Development is at the core of what we do – both product and personal. We all have growth mindsets – we want to push the industry, the solutions we offer and the technology we use. Our new product focus is year-round – from our quarterly hack days when everyone lets rip, to the easy way we explore new product ideas from anyone in the business.

    The vast amount of data we process brings exciting opportunities to explore the most cutting-edge AI and machine learning methodologies. We work with world-leading institutions to explore pioneering technologies and the ways we can use them to disrupt the industry and make our customers’ lives easier.

    Our developers and designers are quite simply the best. Making the best and having the best time.