Head of Customer Excellence

2 weeks ago

Sunderland, United Kingdom TROO LTD Full time

**Overview.**

Troo are a successful energy consultancy committed to delivering exceptional customer experiences. We believe in putting our customers at the centre of everything we do, and we are dedicated to continuous improvement in our customer service and satisfaction. As we strive for excellence, we are seeking a strategic and customer-focused leader to join our team as the Head of Customer Excellence, based from our head office in Sunderland.

The Head of Customer Excellence will be responsible for shaping and executing the company's customer-centric strategy, ensuring that every interaction with our customers is positive, efficient, and aligned with our brand values. This role involves leading and inspiring a customer-focused team, implementing best practices, and driving initiatives to enhance overall customer satisfaction and loyalty.

**The Role.**
- Develop and implement a customer-centric strategy aligned with the company's overall goals.
- Drive a customer-centric culture across the organization, ensuring a relentless focus on customer satisfaction and loyalty.
- Lead and inspire a high-performing customer service team, setting clear expectations for excellence in customer interactions.
- Establish and optimize customer service processes to ensure efficiency and effectiveness.
- Implement and monitor KPIs to track and improve customer service metrics.
- Use customer insights to identify opportunities for improvement and innovation in products and services.
- Provide resources and support to empower customers to make the most of our products and services.
- Collaborate with other departments, including marketing, sales, and key accounts, to ensure a seamless and consistent customer experience across all touchpoints.

**About You.**
- Experience in high level customer excellence is essential.
- Can manage your own workload/Diary
- Self-motivated and have a passion for success
- Ability to work under pressure when needed
- Excellent communication skills - professional and articulate
- Ambitious character, driven and passionate
- Computer literate: Word, Excel, outlook etc
- An ability to work in fast-paced, self-directed, professional environment
- Team Player with management experience.

**Package.**
- £40,000 - 50,000 Per annum
- We promote a work life balance Monday to Thursday 9am-5pm, Friday 9am - 3pm
- Sunderland Doxford park - near public transport and on-site parking

**Benefits.**
- Total of 28 days holiday with all bank holidays off, never work evenings or weekends
- On-Site Parking
- The opportunity to study for registered qualifications
- Discounted corporate gym membership at David Lloyd Clubs (Luxury gym, swim, and racquet club)
- In house training team
- Birthday off paid

**Job Types**: Full-time, Permanent

Pay: £40,000.00-£50,000.00 per year

Work Location: In person

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