Head of Customer Excellence
7 months ago
**Job Title**: Head of Customer Excellence
**Location**: Peterborough
**Salary**: £60,000 - £70,000
**Overview**:
Torchlight Recruitment Solutions are seeking an Head of Customer Excellence to work with our client based in the Peterborough area on a permanent basis.
You will be responsible for customer service operations, developing and implementing a comprehensive customer service strategy, enhancing digital capabilities, and driving customer satisfaction metrics.
This role requires strong leadership skills, strategic thinking, and a passion for delivering exceptional customer experiences.
**Key Responsibilities**:
- Lead a team of coordinators to schedule and arrange work for the engineering team. Arranging maintenance, installation and repair work.
- Work towards a company-wide customer service strategy aligned with organisational goals.
- Review current team structure and performance
- Responsible for recruitment.
- Responsible for the digital excellence centre KPI dashboard to track performance metrics effectively.
- Monitor and evaluate current phone technology/delivery methods to optimise efficiency and customer experience.
- Build and nurture strong relationships with existing customers.
- Devise strategies to increase customer satisfaction (CSAT) and Net Promoter Scores (NPS).
- Monitor and analyse customer feedback to identify areas for improvement.
**Qualifications and Skills**:
- Experienced in a customer service management role
- Strong leadership skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal abilities.
- Strategic thinker with a track record of implementing successful customer service strategies.
**Job Types**: Full-time, Permanent
**Salary**: £60,000.00-£70,000.00 per year
**Benefits**:
- Company pension
- Employee discount
- On-site parking
Flexible Language Requirement:
- English not required
Schedule:
- Monday to Friday
Work Location: In person
Reference ID: HOCE - McIntyre
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