Head of Customer Excellence

4 weeks ago

Coventry, United Kingdom Disrupt Talent Limited Full time

**Job Description: Head of Customer Excellence ( Training & Awards)**

**(customer excellence manager / customer experience manager)**

**Salary: £50- £55,000 per annum**

**Full Time - Permanent**

**Hybrid Working - Based at Head Office in Kenilworth ( CV8) 2 days per week, upto 3 days at home.**

A really exciting opportunity for a Head of Customer Excellence in our amazing client that is an Awarding body and Training company. The purpopse of the role is to drive up customer loyalty to maximise the sales of technical awards and qualifications working across departments with Heads of Industry.

**Management Responsibility**

Line management responsibility: x6 staff members in Department

National Account Manager

Customer Service Team x 3 (FTE)

Customised Awards Manager

Customised Awards Executive

**Brief Role summary**

Developing and implementing a comprehensive customer service strategy to ensure our customers receive an exemplary level of service

**Personal Characteristics and Experience**

Commercially focussed

Strategic thinker

Excellent communication skills

Strong leader and someone who can work strong personalities

**Reporting Info**

Commercial Director and Deputy CEO

**Knowledge & Skills**

**Essential**

Clear understanding of customer metrics and how they drive performance and improvement
- Excellent written and verbal communication skills
- Understanding of the product portfolio (training provided)
- Understanding of the customer online ordering system and processes (training provided)
- Understanding of the requirements of ISO and GDPR
- Ability to negotiate and manage stakeholders
- Ability to use Word and Excel at intermediate level or above
- Ability to manage a hybrid team, prioritise and delegate tasks.

**Desirable**

Understanding of Lean Principles **Understanding of Quality Assurance**

**Experience**

**Essential**

Experience of developing and implementing a customer strategy that adds demonstrable value to the business
- Experience of managing accounts
- Experience of working collaboratively across the business to develop a customer centric business approach
- Experience of managing a team, including motivating, and ensuring regular team and individual reviews
- Experience of managing a budget

**Desirable**
- Experience of managing projects **Experience of working in an Awarding body or working with Training Providers.**

**Salary**: £50,000.00-£55,000.00 per year

Schedule:

- Monday to Friday

Work Location: Hybrid remote in coventry

Application deadline: 17/03/2024
Reference ID: Nicky123
Expected start date: 01/05/2024

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