Head of Customer Experience

7 months ago

Manchester, United Kingdom Data Communications Company Full time

We are Smart DCC
Together we're building a greener tomorrow

Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale - and variety - and opportunities for the people who'll help us do it.

The role

Head of Customer Experience

Hybrid Working from one of 3 Hub Locations, London, Manchester, Nottingham.

Competitive Salary plus benefits

**About the DCC**:
At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want - we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

The Role

With the rapid growth in connected devices (to in-home Smart Meter Communications Hubs) comes with an increasing risk of service interruption. Customers and consumers are becoming ever more reliant on the services DCC provides and we have to evolve our approach to reacting to customer’s needs.

We must work extensively to act as the voice of the customer internally to DCC and formalise insight that builds the case for change. You will be pivotal in surfacing insight and key metrics that identify improvements that our customers both want and need.

Building strategic relationships with senior stakeholders both internally and externally to DCC will be key to your success. You will be expected to forge relationships at Director level across DCC and to be able to speak externally to our Senior stakeholders including Service Users, OFGEM and Government.

You will have extensive experience in developing and implementing strategies which measure and improve customer satisfaction. With a particular focus on both Customer Effort scores and DCC’s incentive mechanisms.

What will you be doing?

Deliver improvements in our existing customer effort scores, create new journeys and ultimately create/capture insight that leads to positive improvements for our customers and DCC.#
Development and ownership of our Customer Experience Strategy.
Working collaboratively with wider Operational Directors and their teams to support the shape and design of the wider service offering and capabilities. To support the building out a short to long term Operating Model that better aligns to both customers and DCCs needs.
Elevating thinking through positive challenge through appropriate medium to colleagues to evolve thought processes and improve outcomes.
Be accountable for High Level Escalations, and where appropriate consumer complaints.
Management and coordination of VIP and stakeholder visits.
Own KPIS relating to both customer journeys and customer effort. Create alongside other stakeholders glidepaths to improvement and build ownership of actions to realize them.
Own delivery of established corporate and incentive measures relating to service users.

What are we looking for?

Experience in strategic roles in a technology, energy or telecommunications company with exposure to the challenges of managing embedded and integrated software.
Experience in successfully managing functional budget to a high level of accuracy and positive outturn.
Significant experience leading service improvements or focusing on customer experience
Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
Able to contribute and make decisions at a senior level and be comfortable being the ‘go-to’ expert in the field of Service Assurance and proactive operations. Equally able to operate at a strategic level with customers, partners and executives.
Exceptional interpersonal, verbal and written communication and proven ability to communicate with all levels of employees at all levels up to and including the Board.
Ability to Influence, negotiate and persuade to solve customer and business problems effectively.
Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement.
Considerable experience in organisations that manage and transact high levels of data.
Demonstrated ability to lead, develop and manage others. Motivates and holds team accountable for delivering results.
Proven thought leadership, innovation, and behavioral management experience.
Customer focused; works hard to understand what Smart DCC and its partners need from the network a

  • Customer Experience Advocate

    2 weeks ago

    Manchester, United Kingdom Customer Labs Full time

    Job ResponsibilitiesWe're seeking a Complaints & Customer Service Executive to join our Operational Excellence Development team. Your primary focus will be on providing top-notch customer service and resolving complaints efficiently.Deliver responsive and empathetic customer service via various channelsAnalyze and resolve complex customer complaints in a...

  • Head of Customer Experience Leadership

    4 weeks ago

    Manchester, United Kingdom Travel Counsellors Full time

    Job DescriptionWe are seeking a talented Head of Customer Experience Leadership to join our expanding head office team. As a key member of our leadership team, you will play a critical role in shaping our customer experience strategy and delivering exceptional service to our customers.In this role, you will be responsible for leading our TC Support...

  • Head Of Safeguarding And Customer Experience

    3 weeks ago

    Manchester, United Kingdom Creative Support Careers Full time

    Creative Support is an established not for profit social care company with an excellent level of achievements at rating Good with CQC (Care quality commission) and two outstanding services.We are looking for a Highly experienced leader and senior practitioner who is flexible and interested in carrying out a diverse and rewarding role overseeing and leading...

  • Customer Service Advisor

    1 week ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    _**Customer Service **_**Advisor** _**: - Manchester, Deansgate Based**_ - Do you have customer-facing experience but you're tired of retail and hospitality environments?_ - Are you someone who loves to engage with people?_ - A desk job doesn't excite you?_ **We have the perfect opening for you!** **A day in the life of our Customer Service Advisors**: -...

  • Customer Service Advisor

    1 week ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    Customer Service Advisor - Manchester, Deansgate Based **(Must be eligible to work in the U.K. and able to commute)** - _Do you have customer-facing experience but you're tired of retail and hospitality environments?_ - _Are you someone who loves to engage with people?_ - _A desk job doesn't excite you?_ **We have the perfect opening for you!** **A day in...

  • Customer Service Assistant

    2 weeks ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    Customer Service Assistant - Manchester, Deansgate Based - _Do you have customer-facing experience but _are _tired of retail and hospitality environments?_ - _Are you someone who loves to engage with people?_ - _A desk job doesn't excite you?_ **We have the perfect opening for you!** **A day in the life of our Customer Service Assistants**: - _Assist in...

  • Customer Service Advisor

    1 week ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    _**Customer Service **_**Advisor**_**: - Manchester, Deansgate Based**_ - Do you have customer-facing experience but you're tired of retail and hospitality environments?_ - Are you someone who loves to engage with people?_ - Do you have a passion for people?_ - Would you thrive in the right training?_ - A desk job doesn't excite you?_ **We have the perfect...

  • Customer Service Representative

    2 weeks ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    _**Customer Service Representative - Manchester, Deansgate Based**_ - Do you have customer-facing experience but you're tired of retail and hospitality environments?_ - Are you someone who loves to engage with people?_ - Do you have a passion for people?_ - Would you thrive in the right training?_ - A desk job doesn't excite you?_ **We have the perfect...

  • Head of Customer Experience

    7 months ago

    Manchester, United Kingdom CX Talent Ltd Full time

    Our client is a Manchester based not-for-profit organisation. **Role purpose** - To deliver a seamless customer experience across all stages and touchpoints in the customer journey helping our client to continually achieve greater customer satisfaction and increased efficiency. - To play a key role in outlining and shifting how customers perceive our client...

  • Head of Customer Experience

    7 months ago

    Manchester, United Kingdom Club L London Full time

    **About us** Club L London is the next-generation online fashion retailer for the forward-thinking consumer. Founded in 2007 Club L was created with the vision of offering long lasting luxury styles, trend-oriented collections with a twist and unique, statement designs that offer both exceptional quality and fit in an otherwise saturated market of fast...

  • Customer Service Ambassador

    2 weeks ago

    Manchester, United Kingdom Customer Labs Full time

    About UsWe are a team of passionate individuals who thrive on delivering exceptional customer experiences at Customer Labs.

  • Head of Innovation Experience

    3 weeks ago

    Manchester, United Kingdom The University of Manchester Full time

    Job OverviewWe are seeking an experienced design leader to join our team as Head of Brand and Design. In this role, you will develop and implement a comprehensive design strategy for Unit M, ensuring excellence across product design, UX/UI, and branding.Key Requirements:Proven experience in leading design teams and developing design strategies.Excellent...

  • Head of Teaching, Learning and Student Experience

    7 days ago

    Manchester, United Kingdom The University of Manchester Full time

    The Head of Teaching, Learning and Student Experience is responsible to the Head of School Operations for leading, managing and directing the overall provision of Teaching, Learning and Student Experience professional services processes and operations within the School. This includes the provision of strategic advice to the Vice Dean and Head of School and...

  • Head of Tenant Experience

    7 months ago

    Manchester, United Kingdom Golden Lane Housing Limited Full time

    Would you like to work for an organisation that has been providing homes for people with a learning disability or autism for the last 25 years? Do you have the drive to make a difference and work for an organisation which makes a real difference to the lives of people with a learning disability or autism? Do you want to be a part of a team which offers...

  • Head of Customer Experience

    7 days ago

    Manchester, United Kingdom Clear IT Recruitment Limited Full time

    About UsCLEAR IT RECRUITMENT LIMITED is a professional recruitment agency with years of experience in providing top-notch talent to our clients. Our goal is to help businesses succeed by connecting them with the best professionals in the industry.Job Title: Senior Client Liaison SpecialistWe are seeking an experienced Senior Client Liaison Specialist to join...

  • Head of Customer Experience

    2 months ago

    Manchester, United Kingdom Morrison's Full time

    About YouWe are looking for an experienced Store Manager who can lead and empower colleagues to always put the customer first and deliver outstanding customer service.With a passion for delivering exceptional customer service and a proven track record of managing a team in a fast-paced environment, you will thrive in this dynamic role.A competitive salary of...

  • Claims Specialist

    1 week ago

    Manchester, United Kingdom Customer Labs Full time

    About the RoleWe are seeking a skilled Claims Specialist to join our Customer & Operations team in Manchester. As a Claims Specialist, you will handle motor claims across various heads of damage, ensuring fair and timely settlements for customers while adhering to our claim ownership philosophy.You will be responsible for continuously improving processes,...

  • Head of Customer Operations

    7 months ago

    Manchester, United Kingdom AccessPay Full time

    The Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. - Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong relationships...

  • Motor Claims Handler

    2 weeks ago

    Manchester, United Kingdom Customer Labs Full time

    Claims Handler Job DescriptionWe are looking for a motivated Claims Handler to join our team at Customer Labs in Manchester, UK. As a Claims Handler, you will handle a variety of motor claims across differing heads of damage, ensuring fair and timely settlements for customers while adhering to the company's philosophy of claim ownership.The successful...

  • Customer Experience Manager

    4 weeks ago

    Manchester, United Kingdom Clayton Hotel Manchester Airport Full time

    Job Title: Customer Experience ManagerAbout the Role:As a Customer Experience Manager at Clayton Hotel Manchester Airport, you will be responsible for ensuring exceptional guest satisfaction and loyalty. Your key objective is to increase standing on TripAdvisor by encouraging satisfied guests to share their positive reviews.Key Responsibilities:- Proactively...