Customer Experience Lead
4 weeks ago
Job Reference: 197472BR
Nottingham Support Office
Permanent
Full-time
**Customer Experience Lead**
Reporting to the Vendor Manager, the Customer Experience Lead will provide support to Partners ensuring that they are well equipped to deliver an enhanced customer experience, the role also ensures that Partners are following all regulatory requirements compliantly. The role will be responsible for two direct reports focussing on call quality including scoring; feedback and call calibration sessions. In addition, this role is responsible for the logging of and providing resolution of all customer feedback including written, verbal and social media complaints.
- **ABOUT THE ROLE**
- Assisting Partners in delivering quality scores in line with contract expectations, this will include scoring, call calibrations and feedback via the quality co-ordinator
- Direct management of the customer liaison specialist who is responsible for managing customer complaints via various methods, ensuring that complaints are understood, resolved and trend / root cause analysis perfomed.
- Direct contact with customers who have generated executive complaints, logging, resolving with the appropriate area of the business and identifying root cause
- Working with continuous improvement teams on trend analysis of complaints
- Direct Management of Customer Quality Co-Ordinator and Customer Liaison Specialist with an expectation that a hands-on approach should be used to accommodate the workload
- **WHAT YOU’LL NEED TO HAVE**
- Experience in delivering call quality results through effective coaching, feedback and support
- An effective communicator who displays influencing skills
- Experience in complaints management up to executive level
- Creative mindset and problem solver
**OUR BENEFITS**
- Boots Retirement Savings Plan
- Generous employee discount plus enhanced discounts for Boots brands, Boots Opticians and Boots Hearingcare
- Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria, outdoor seating spaces and dry cleaning service
We have a great range of benefits in addition to the above that go beyond salary and offer flexibility to suit you;
- **WHY BOOTS OPTICIANS**
Our purpose is to help everyone see what’s possible, so we’re looking for people who go the extra mile to change things for the better for our customers and our team members. You'll be joining a company that is evolving and always looking to improve. We foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. Join our team and let’s see what’s possible when we change for the better.
- To find out more about life and careers with us,
- **click here**.
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