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Head of Customer Care and Contact
1 week ago
No more applications are being accepted for this job Head of Customer Care and Contact - London, United Kingdom - Head Office
You will lead the Customer Care Contact Centres for the Partnership, ensuring the overall Customer experience is world leading, and provides a service that is representative of the Brand ambitions.
You will be responsible for an external and internal customer service operation of 2500 FTE across both John Lewis and Waitrose brands, leading the resolution of complex and high value queries and complaints.
Description
About the role :
You will lead the Customer Care Contact Centres for the Partnership, ensuring the overall Customer experience is world leading, and provides a service that is representative of the Brand ambitions.
You will be responsible for an external and internal customer service operation of 2500 FTE across both John Lewis and Waitrose brands, leading the resolution of complex and high value queries and complaints.
This is a remote/home worker role with UK-wide travel required. ***
What you'll be doing :
- You will be 'customer obsessed' in your leadership, ensuring the service and support we deliver to our customers through both customer care and in shops sets a benchmark in the industry and makes sure we deliver against our service metrics.
- You will be responsible for managing a multi million budget, leading both inhouse and outsourced operations, ensuring budgets are achieved and efficiencies delivered.
- You will ensure the supplier relationships are strong, and the assurance measures for performance and standards are in place in all of the 3rd party sites.
- Significant experience of complex inhouse Customer Care models and outsourcing or offshoring
- Significant experience in a fastpaced Customercentric leadership role
- Significant experience in leading large multisite teams
- Strong evidence of stakeholder mgmt, whilst putting Partners and Customers at the heart of everything
- Experience of managing People change, and of complex change management
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