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Head of Customer Experience

3 months ago

Bicester, Oxfordshire, United Kingdom Valda Energy Full time

Us and our culture
:

Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers.

Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset.

Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.


Our perks
:

  • Company annual bonus scheme
  • 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
  • Private Medical Insurance with Vitality Health
  • Life Insurance policy, providing coverage at four times your salary
  • Employee Assistance Programme offering confidential support and guidance
  • Enjoy an array of complimentary snacks, drinks, and lunch options in our office
  • Salary sacrifice pension scheme where we will match contributions up to 4%
  • Inhouse learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best

The role
:


The Customer Service department helps business energy customers with their energy account management, aiming to effortlessly get them back to what matters, running their businesses.

This is a fantastic opportunity to build and lead a customer centric service delivery team.

The Head of Customer Experience will manage people and change; lead operational and strategic service management, departmental improvements and in doing so, their achievements will contribute to overall customer satisfaction.


How you will contribute
:

  • Lead and oversee the development and implementation of customer service strategies, ensuring alignment with organisational goals and values
  • Manage and mentor a team of customer service professionals, providing guidance and support to ensure high standards of service delivery
  • Analyse customer feedback and data to identify areas for improvement and drive continuous enhancement of services and customer satisfaction levels
  • Drive best practice and continuous improvement whilst adhering to legislative, regulatory and license governance
  • Liaise with relevant stakeholders and third parties to gather information to resolve issues and handle complex customer complaints or enquiries
  • Maintain uptodate knowledge of industry & company developments
  • Manage & maintain budgets
  • Support the business through operational effectiveness and delivery of KPIs

What we are looking for
:

  • Proven experience in a customer service role, with at least 2 years of experience in a leadership position
  • Indepth knowledge of contact centre technologies and industry best practices
  • Excellent communication and interpersonal skills, with the ability to effectively manage relationships with both internal and external stakeholders
  • Analytical mindset with the ability to interpret data and make datadriven decisions
  • Knowledge of emerging technology trends and their potential impact on service delivery
  • Strong experience in managing, developing and growing a team
  • Right to work in the UK