Head of Customer Excellence

7 months ago


Peterborough, United Kingdom Torchlight Recruitment Solutions Ltd Full time

**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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