Head of Customer Experience

2 weeks ago


Bradley, United Kingdom The Recruitment Group Full time

**HEAD OF CUSTOMER EXPERIENCE**

**Full time position (Mon-Fri)**

**Location: Head Office (Huddersfield)**
- **Salary: (£45,000 - £50,000) DOE**_
- Responsible for the Customer Service Centre operations and the staff withinand day-to-day management of the Customer Service Centre teams (FNOL, Repair Progression, Acc Management).
- Working with the Managing Director to agree and implement the strategy for the Customer Service Centre.
- Lead and motivate the Repair Deployment, Repair Management and Accident Management teams plus other staff members.
- Responsible for ensuring services are delivered are in accordance with the client specification as well as company and client policies, procedures and standards.
- Deliver performance targets for customer service levels and KPi’s as the business requires
- Responsibility for complaint management and resolution.
- Establish best practice to drive efficiency and performance within the centre and identify areas to improve.
- Ensure that phone and IT systems are configured for maximum efficiency and to monitor staff performance against agreed metrics.
- Attend regular customer review meetings with customer and other Avant stakeholders to review business performance, reporting on and actioning any requirements related to the Customer Service Centre or customer experience.
- Work with Head of Network Operations to ensure delivery of services to clients within agreed Service Levels.

**Minimum Requirements**
- Minimum of 3 years’ experience within a similar role.
- Call / Customer Service Centre management experience.
- Experience of managing multiple people to success
- Experience of implementing and improving processes and procedures.
- Experience of customer relationship management.
- Knowledge of the working practices of insurers with regard to motor claims.
- Analytical skills with the ability to find solutions with data.
- Motivated with a desire to succeed on a personal and professional level.
- Confident in their own abilities.
- Full UK Driving Licence

**Additional (desirable)**
- People Management and Development skills / qualification.
- Body repair industry knowledge.
- Experience of the Accident Management sector.
- Experience of managing customer call centre environments with a head count in excess of 30 employees.
- Experience of collision industry systems such as CAPS, Activeweb and Entegral.

**NOTE: This job description is not intended to be all-inclusive. You may be required to perform other related duties as negotiated to meet the ongoing needs of the organisation.



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