Head of Client Experience

4 weeks ago

Hereford, United Kingdom allpay Full time

**About The Role**
We have ambitious growth plans and as part of this we have a great opportunity for a Head of Client Experience to support with achieving allpay's growth aspirations. Working with the Sales Director you will input into the overall Sales strategy and take ownership with the delivery of operational targets against this.
The Head of Client Experience is responsible for the end to end experience of allpay's existing clients, building brand loyalty and engagement and nurturing trusted relationships through both digital and physical interactions and experiences. You will lead by example and demonstrate a high level of integrity and client care that provides a standard for the team to aspire to.
You will represent allpay as a senior stakeholder and will ensure you protect the commercial interests of the business in all your decision making.
Some of the other elements you will be leading/involved in are:

- Lead and deliver key projects that impact the client experience.
- Lead, coach and develop a high performing team of Client Experience Managers, ensuring the best possible service is provided.
- Continuously build the capability of the Client Experience team by identifying areas for further development and supporting the team’s talent to grow.
- Collaborate effectively across the business to ensure client needs are met and feedback taken on board ensuring allpay stays ahead of the demand.
- Build on Client Experience metrics to identify areas of continuous improvement and preventing re-occurrence of any issues.
- Be the advocate of the client experience maintaining a client focused culture within allpay.
- Lead the businesses client communication programme ensuring they are drafted to a high standard and issued in a timely manner with the desired tone and brand.

**About You**
- Good knowledge of our marketplace and emerging trends within this, having the ability to understand how this can translate into the allpay world.
- A passion for payments/the Fintech arena. Previous experience in client acquisitions.
- The ability to deliver the operational aspects of the Customer Experience team with a proactive approach.
- Excellent proven management capability with the ability to build and motivate a high performing Client Experience team Excellent communication, collaboration and rapport building skills across Senior levels internally and externally.
- High level of agility with the ability to work in an ambiguous environment to improve operational performance.
- Excellent reporting skills and building of key targets for the Client Experience journey.

**About Us**
People are at the heart of allpay and we reward our employee with a competitive benefits package which includes, a defined contribution group pension scheme, income protection, life assurance, an array of health and wellbeing options including private healthcare cover and an onsite gym. This is coupled with our excellent Learning and Development offering.

We are a company committed to Equal Opportunities.

**Job Type**: Permanent

**Salary**: £50,000.00-£70,000.00 per year

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