Head of Customer Experience

3 weeks ago

Farnborough, United Kingdom Alphadog Recruit Full time

Head of Customer Experience

Farnborough

Full time

**Head of Customer Experience**

**The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams.**

**The role extends beyond team oversight, encompassing the creation and implementation of robust processes that embed the philosophy of 'thinking customer' at every decision point and operational step, ensuring an exceptional and consistent customer journey throughout all interactions with our company.**
- **Spearhead our Customer Support Division**:

- **Evaluate and refine our existing Customer Service and Account Management structure**:

- **Collaborate extensively with upper management**:

- **Cultivate our strategy for exceptional customer service experiences**:

- **Leverage analytics to enhance our operational processes and outcomes**:

- **Ensure consistent one-on-one meetings and goal-setting for the customer service staff and Account Management leader**:

- **Contribute to hiring efforts, which include assessing resumes and conducting interviews both virtually and face-to-face**:

- **Meet with clients on their premises to build rapport, gain insights, and understand their needs concerning our offerings**:

- **Guarantee that our clients perceive the value of our service and grasp how our products cater to their specific requirements**:

- **Adapt to a flexible work model, spending approximately three days weekly at our primary office in Farnborough**:

- **Offer out-of-hours urgent support on a rotating schedule**:

- **Perform additional tasks as needed or upon request**

**Experience**
- **Minimum of 4 years' experience in customer success or experience roles within a software company**:

- **Outstanding leadership capabilities to effectively lead and manage a customer success team**:

- **Proven ability to coach, monitor, and drive team performance with a friendly yet commanding presence**:

- **Demonstrated experience in a fast-paced software company with the agility to manage rapidly evolving situations**:

- **Analytical skills to assess business requirements, discern trends, and develop processes for enhanced operational efficiency**:

- **Deep commitment to delivering exceptional customer service**:

- **Capacity to handle a diverse and demanding workload with a proactive mindset**:

- **Willingness to embrace and address new challenges with enthusiasm**:

- **Proficient in managing relationships and expectations of various stakeholders**:

- **Excellent communication skills, both in writing and verbally**:

- **(preferred) Familiarity with CRM and customer support tools such as Salesforce, Intercom, Xelion, Jira, and Confluence**

**Salary**: £70,000.00-£75,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application question(s):

- The role is Hybrid and you will be expected to work within the office in Farnborough 3 days a week, are you happy with this ?

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service management: 4 years (preferred)
- Managing an Account Management: 4 years (preferred)
- working for a Software company: 2 years (required)

Licence/Certification:

- Driving Licence (required)

Ability to Commute:

- farnborough (required)

Work Location: Hybrid remote in farnborough

  • Head of Customer Experience

    3 weeks ago

    Farnborough, United Kingdom Alphadog Recruit Full time

    **Head of Customer Experience ***: **The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams.** **The role extends beyond team oversight,...

  • Head of Customer Experience

    1 week ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    Head of Customer Experience The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams. The role extends beyond team oversight, encompassing the...

  • Head of Customer Experience

    1 week ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    **Head of Customer Experience***: The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams.The role extends beyond team oversight, encompassing the...

  • Head of Customer Experience

    2 weeks ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    Head of Customer Experience The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams. The role extends beyond team oversight, encompassing...

  • Head of Customer Experience

    2 weeks ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    Head of Customer Experience The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams. The role extends beyond team oversight, encompassing...

  • Customer Experience

    2 weeks ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    Head of Customer Experience The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams. The role extends beyond team oversight, encompassing the...

  • Customer Experience

    2 weeks ago

    Farnborough, Hampshire, United Kingdom Alphadog Recruit Full time

    Head of Customer Experience The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams. The role extends beyond team oversight, encompassing the...

  • Customer Experience Adviser

    5 days ago

    Farnborough, United Kingdom iRock School of Music Full time

    **Customer Experience Adviser** **Starting Salary**: £22K Hours: Full-time, Monday to Friday Holiday: 25 days per annum + bank holidays Location: Office based in Farnborough, Hampshire **The Company** iRock School of Music is a peripatetic music service teaching 1000s of children every week. We provide fun, inclusive and inspiring rock & pop bands in...

  • Customer Experience Adviser

    4 days ago

    Farnborough, United Kingdom iRock School of Music Full time

    Customer Experience Adviser Starting Salary: £22KHours: Full-time, Monday to FridayHoliday: 25 days per annum + bank holidaysLocation: Office based in Farnborough, Hampshire The Company iRock School of Music is a peripatetic music service teaching 1000s of children every week.  We provide fun, inclusive and inspiring rock &...

  • Head of Marketing

    2 weeks ago

    Farnborough, United Kingdom iRock School of Music Full time

    **HEAD OF MARKETING** **Salary: £45-£55k** **THE ROLE** This is an exciting opportunity to join an established entrepreneurial family business experiencing a substantial period of growth as a Head of Marketing. Key responsibilities will include developing, implementing and executing strategic marketing plans in order to attract potential customers and...

  • Head of Marketing

    1 week ago

    Farnborough, Hampshire, United Kingdom iRock School of Music Full time

    HEAD OF MARKETINGSalary: £45-£55kTHE ROLEThis is an exciting opportunity to join an established entrepreneurial family business experiencing a substantial period of growth as a Head of Marketing. Key responsibilities will include developing, implementing and executing strategic marketing plans in order to attract potential customers and retain existing...

  • Customer Experience Executive

    2 months ago

    Farnborough, United Kingdom Index Commercial Full time

    **This role is to work with one of our high profile clients initially for a 6 month assignment with a view to being extended.** **Hybrid working** **Customer service are accountable for.** - The key responsibility of the job is to accompany the customer on their journey with our client to ensure the service they receive is personal, positive and easy. - To...

  • Customer Experience Executive

    2 days ago

    Farnborough, United Kingdom Index Commercial Full time

    **This role is to work with one of our high profile clients initially for a 6 month assignment with a view to being extended.** **Hybrid working** **Customer service are accountable for.** - The key responsibility of the job is to accompany the customer on their journey with our client to ensure the service they receive is personal, positive and easy. - To...

  • Customer Experience Analyst

    2 weeks ago

    Farnborough, United Kingdom Index Recruitment Ltd Full time

    Our client is see an experienced Customer Experience Anlyst to join the team. This is initially a 3 month assignment with a view to being extended The Escalations Advisor is responsible for accurately assessing, logging and allocating all incoming complaints in-line with associated measures and reporting. Manage a portfolio of business product/service...

  • Customer Experience Executive

    1 week ago

    Farnborough, Hampshire, United Kingdom Index Commercial Full time

    This role is to work with one of our high profile clients initially for a 6 month assignment with a view to being extended.Hybrid workingCustomer service are accountable for. The key responsibility of the job is to accompany the customer on their journey with our client to ensure the service they receive is personal, positive and easy. To be able to review...

  • Brand Ambassador

    3 weeks ago

    Farnborough, United Kingdom Fizz experience Full time

    '''Duties''' - Represent and promote the brand in a positive and professional manner - Engage with potential customers to create brand awareness and generate interest - Conduct product demonstrations and provide information about the brand's products or services - Distribute promotional materials and samples to target audiences - Attend events, trade shows,...

  • Head of Music Education

    2 weeks ago

    Farnborough, United Kingdom iRock School of Music Full time

    Head of Music Education and Innovation at iRock School of Music Position: Head of Education (Internal) Hours: Monday - Friday, daytime only Salary: £50-60k per year Holiday: 25 Days + Bank Holidays Location: Based at our Head office in Farnborough We're looking for a visionary music educator who is deeply passionate about transforming children's lives...

  • Head of Music Education

    3 weeks ago

    Farnborough, United Kingdom iRock School of Music Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Head of Music Education and Innovation at iRock School of Music Position: Head of Education (Internal) Hours: Monday - Friday, daytime only Salary: £50-60k per year Holiday: 25 Days + Bank Holidays Location: Based at our Head office in...

  • Head of Marketing

    4 weeks ago

    Farnborough, United Kingdom SIMPLIFY RECRUITMENT GROUP Full time

    **Head of Marketing** **Hybrid Work Scheme** **Permanent** **Full Time** **50 - 60k base per annum** If you want to take responsibility as a Head of Marketing and create your own ideas and see them quickly come to life, your next step could be right here! Our client provides online software solutions which help employer’s background-check their new...

  • Pt Customer Experience Assistant

    2 weeks ago

    Farnborough, United Kingdom Mitie Full time

    We are looking for a part-time Customer Experience Assistant working in facilities to join us at the QinetiQ Cody park Farnborough. You will be the main point of contact providing facilities support in our clients Farnborough office, assisting with escorting contractors, This exciting multi-function role is based on site and is 25 hrs per week 5 days a week...