Head of Customer Excellence

4 weeks ago


Coventry, United Kingdom Disrupt Talent Limited Full time

**Job Description: Head of Customer Excellence ( Training & Awards)**

**(customer excellence manager / customer experience manager)**

**Salary: £50- £55,000 per annum**

**Full Time - Permanent**

**Hybrid Working - Based at Head Office in Kenilworth ( CV8) 2 days per week, upto 3 days at home.**

A really exciting opportunity for a Head of Customer Excellence in our amazing client that is an Awarding body and Training company. The purpopse of the role is to drive up customer loyalty to maximise the sales of technical awards and qualifications working across departments with Heads of Industry.

**Management Responsibility**

Line management responsibility: x6 staff members in Department

National Account Manager

Customer Service Team x 3 (FTE)

Customised Awards Manager

Customised Awards Executive

**Brief Role summary**

Developing and implementing a comprehensive customer service strategy to ensure our customers receive an exemplary level of service

**Personal Characteristics and Experience**

Commercially focussed

Strategic thinker

Excellent communication skills

Strong leader and someone who can work strong personalities

**Reporting Info**

Commercial Director and Deputy CEO

**Knowledge & Skills**

**Essential**

Clear understanding of customer metrics and how they drive performance and improvement
- Excellent written and verbal communication skills
- Understanding of the product portfolio (training provided)
- Understanding of the customer online ordering system and processes (training provided)
- Understanding of the requirements of ISO and GDPR
- Ability to negotiate and manage stakeholders
- Ability to use Word and Excel at intermediate level or above
- Ability to manage a hybrid team, prioritise and delegate tasks.

**Desirable**

Understanding of Lean Principles **Understanding of Quality Assurance**

**Experience**

**Essential**

Experience of developing and implementing a customer strategy that adds demonstrable value to the business
- Experience of managing accounts
- Experience of working collaboratively across the business to develop a customer centric business approach
- Experience of managing a team, including motivating, and ensuring regular team and individual reviews
- Experience of managing a budget

**Desirable**
- Experience of managing projects **Experience of working in an Awarding body or working with Training Providers.**

**Salary**: £50,000.00-£55,000.00 per year

Schedule:

- Monday to Friday

Work Location: Hybrid remote in coventry

Application deadline: 17/03/2024
Reference ID: Nicky123
Expected start date: 01/05/2024



  • Coventry, United Kingdom Good Egg Recruitment Ltd Full time

    Our client, a dynamic leading awarding and training organisation is looking for a **Head of Customer Service** to develop and implement a comprehensive customer service strategy. The **Head of Customer Service** will join an already successful established team of 6 and will report into the Commercial Director/Deputy CEO. **This is an exciting hybrid...


  • Coventry, United Kingdom Amtis Full time

    **Head of Customer Analysis and Insights - 2 year initial fixed term, 1-2 days in the Midlands per week ideal but with some flexibility.** A fantastic opportunity to take a lead role at a pivotal time of transformation! A leading company is seeking a dynamic and experienced Head of Customer Analytics to join them. If you have a passion for driving...

  • Head of Skills

    2 weeks ago


    Coventry, United Kingdom University of Warwick Full time

    **Location*** **1** *** University of Warwick Campus, Coventry **Department*** **1** *** Education - Student Opportunity **Position Type*** **1** *** Full Time, Permanent **Salary*** **1** *** £56,021 - £64,914 per annum **About the Role*** **1** *** The Head of Skills is a member of the Senior Leadership Team within Student Opportunity...


  • Coventry, United Kingdom Heart of England Co-operative Society Full time

    **Job title**: Head of Commercial & Marketing **Main purpose of job**:To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division. Key performance indicators include sales, waste, sell through, stock holding, gross margin, cash profit, member, and customer feedback...


  • Coventry, United Kingdom Heart of England Co-operative Society Full time

    **Job details**: - Posted 03 June 2024 - LocationCoventry - Job type Permanent - Discipline Support Centre - Reference002702 - PostcodeCV6 5NX **Job description**: **Job title**: Head of Commercial & Marketing **Main purpose of job**:To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of...


  • Coventry, United Kingdom Orbit Group Full time

    We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing. We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes. If you want to experience work that’s truly rewarding, join us. Because when we...

  • Head of Portfolio

    2 months ago


    Coventry, United Kingdom University of Warwick Full time

    **Location*** **1** *** University of Warwick Campus, Coventry **Department*** **1** *** Information & Digital Group - Portfolio Delivery **Position Type*** **1** *** Full Time, Permanent **Salary*** **1** *** Competitive **About the Role*** **1** *** Heads of Portfolio are accountable for the planning and delivery of portfolios (groups of...

  • Head of Portfolio

    2 days ago


    Coventry, United Kingdom University of Warwick Full time

    **Location*** **1** *** University of Warwick Campus, Coventry **Department*** **1** *** Information & Digital Group - Portfolio Delivery **Position Type*** **1** *** Full Time, Permanent **Salary*** **1** *** Competitive **About the Role*** **1** *** Heads of Portfolio are accountable for the planning and delivery of portfolios (groups of...


  • Coventry, Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job details: Posted 03 June 202 LocationCoventry Job type Permanent Discipline Support Centre Reference00270 PostcodeCV6 5NXJob description:Job title: Head of Commercial & MarketingMain purpose of job:To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division. Key performance...


  • Coventry, Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job title: Head of Commercial & MarketingMain purpose of job:To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division.Key performance indicators include sales, waste, sell through, stock holding, gross margin, cash profit, member, and customer feedback...

  • Head of Careers

    3 weeks ago


    Coventry, United Kingdom University of Warwick Full time

    **Location*** **1** *** University of Warwick Campus, Coventry **Department*** **1** *** Education - Student Opportunity **Position Type*** **1** *** Full Time, Permanent **Salary*** **1** *** £56,021 - £64,914 per annum **About the Role*** **1** *** The Head of Careers leads the development and delivery of a high quality careers...


  • Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job Description Job title: Head of Commercial & Marketing Main purpose of job: To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division. Key performance indicators include sales, waste, sell through, stock holding, gross margin, cash profit, member, and customer feedback...


  • Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job Description Job title: Head of Commercial & Marketing Main purpose of job: To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division. Key performance indicators include sales, waste, sell through, stock holding, gross margin, cash profit, member, and customer...


  • Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job Description Job title: Head of Commercial & Marketing Main purpose of job: To drive the overall Commercial and Marketing functions, maximising sales and profitability in line with the strategy of the Food Division. Key performance indicators include sales, waste, sell through, stock holding, gross margin, cash profit, member, and customer feedback...

  • Head of Finance

    3 weeks ago


    Coventry, United Kingdom Heart of England Co-operative Society Full time

    **Job Title** Head of Finance **Objectives** To assist the Financial Controller & Secretary in the running of the finance function of the Society in an efficient and accurate manner being an integral part of process and system’s continual improvement **Reporting to** Financial Controller & Secretary **Individual Core** **Skill Requirements** -...


  • Coventry, United Kingdom Bridge of Hope Full time

    ** Role**: Administrator **Location**: Binley Court, Coventry **Duration**: 3 Months (potential for extension) **Hours**: 9am to 5pm, Monday to Friday Resourcing Source Group is currently seeking a dedicated individual to join our clients team as a Complaints and Customer Care Administrator on a temporary basis. **Responsibilities**: - Provide day-to-day...


  • Coventry, United Kingdom Coventry Building Society Full time

    About the roleReporting directly to the Director of Customer Service, Coventry Building Society has a rare and exciting opportunity for a Head of Savings Operations to join us. We have ambitious transformation plans and our ‘Digital First, Human Always’ agenda is entering an exciting phase as we deliver future looking servicing technologies, including...

  • Head of Operations

    6 days ago


    Coventry, United Kingdom Prime Student Living Full time

    Prime Student Living are look to recruit an experienced Head of Operations to join the team! You'll be a natural leader who can inspire and develop high performing teams to deliver exceptional customer service and operational excellence to ensure commercial targets and business strategic goals are achieved. **Role Holder Profile**:Confident, enthusiastic,...

  • Head of Finance

    2 weeks ago


    Coventry, Coventry, United Kingdom Heart of England Co-operative Society Full time

    Job TitleHead of FinanceObjectivesTo assist the Financial Controller & Secretary in the running of the finance function of the Society in an efficient and accurate manner being an integral part of process and system's continual improvementReporting toFinancial Controller & SecretaryIndividual CoreSkill Requirements Accountancy Qualification or significant...


  • Coventry, Coventry, United Kingdom Bridge of Hope Full time

    Role: AdministratorLocation: Binley Court, CoventryDuration: 3 Months (potential for extension)Hours: 9am to 5pm, Monday to FridayResourcing Source Group is currently seeking a dedicated individual to join our clients team as a Complaints and Customer Care Administrator on a temporary basis.Responsibilities: Provide daytoday administrative support for the...