Head of Customer Experience

4 months ago

Exeter, United Kingdom Taking Care Full time

**Are you a driven leader from a Customer Experience Background?**

**Are you looking for a role with autonomy to drive the strategic leadership and operational management in a Customer Experience environment?**

We have an amazing opportunity for a **Head of Customer Experience **to join our Senior Leadership Team (SLT) in a role critical to the success of Taking Care and its business growth. In return, you will receive a salary of **circa £70,000-£75,000 per annum depending on skills and experience.**

As part of the AXA Group, Taking Care provides around the clock support to over 120,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love and provide protection via Local Authority and Housing Association clients. Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.

Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.

**What we are looking for**:
This is a critical role to the success of Taking Care and its’ ambitions for growth. This role will drive the strategic leadership and operational management of our Customer Service and Warehouse departments, ensuring the delivery of exceptional service to our customers including, distribution, installation, issue resolution and customer support. You will have 6 direct reports and strong local management teams, with an overall responsibility for 50+ staff.

You will be expected to raise the profile of this critical part of our business to ensure future strategic alignment, high operational performance, and agility of delivery in a fast-changing environment. You will develop and own the strategy and requirements of the Customer Experience Departments and be a proactive participant and contributor to SLT’s strategic developments. You will be a role model for employees, delivering strong communication skills throughout the business and have experience of developing a culture of embracing business change and success. You will be responsible for ensuring there is effective management support for proactive and positive performance management, overseeing a culture of continuous improvement.

You will be a key member of our Senior Leadership Team, reporting to the Managing Director of Taking Care

**We will offer our Head of Customer Experience fantastic benefits including**:

- 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off
- Contributory pension plan
- Company Share Plan
- Performance Recognition Bonus
- Life Insurance
- Medical Insurance Lite
- Employee Assistance Programme
- Enhanced Paternity and Maternity Packages
- Free Personal Alarm
- 360+ Health Assessments
- Long Service Awards
- Cycle to Work Scheme
- Retail Discount Scheme

**The roles main responsibilities of our Head of Customer Experience include**:

- To provide Senior Leadership support and input to ensure the effective delivery of Taking Care’s Business Plan. To work proactively to out-perform agreed business revenue and profitability/margin targets.
- Create a culture of high performance and efficiency in all areas of responsibility and ensure effective management support for proactive and positive performance management. To oversee a culture of continuous improvement.

**Customer Experience;**
- To design and deliver the Customer Experience Strategy to ensure the function is aligned to Taking Care’s strategic plans for growth, increasing customer choice and operating across a range of B2C and B2B channels.
- To oversee successful complaints resolution. Ensuring any opportunities for continuous improvement identified from customer complaints are identified and appropriate actions implemented. Ensure relevant and appropriate reporting is provided to internal and external stakeholders as required.
- To maintain an active knowledge in nearshoring and outsourcing opportunities that can improve the support and resilience of key Customer Experience activities.
- To retain a working interest in new technology improvements that can improve the effectiveness and efficiency of the Customer Experience Team and to raise with Head of IT.

**Warehouse and Logistics;**
- To oversee the effective delivery of a forward and reverse (inc. refurbishment where relevant) supply chain and a modern approach to customer ordering and fulfilment.
- To ensure delivery of our agreed SIM Management strategy, thereby containing the costs of our digital alarms.
- To take proactive responsibility for the customer supply and fulfilment journey.
- To ensure critical supplier contract management, quality and performance adherence

**What we are looking for in our ideal Head of Customer Experience**:

- Inspirational leader of large operational teams.
- Ability to build strong relationships, inspire confidence an

  • Head of Library Service

    5 months ago

    Exeter, United Kingdom Libraries Unlimited Full time

    Are you passionate about building communites? Are you a leader who puts the customer first? Are you commercially minded and socially conscious? If so, this role of Head of Library Service & Customer Experience could be for you. Libraries Unlimited is an independent charity running 50 libraries across Devon and 4 libraries in Torbay, and a range of other...

  • Head of Customer Onboarding

    1 month ago

    Exeter, Devon, United Kingdom Nityo Infotech Limited Full time

    Job DescriptionNityo Infotech Limited is seeking a highly skilled Head of Customer Onboarding to join their operations team. The ideal candidate will have a proven track record in senior customer onboarding roles within fast-paced growth organisations.Key Responsibilities:Develop and implement effective onboarding processes for new customers.Collaborate with...

  • Head of Customer Onboarding

    1 month ago

    Exeter, Devon, United Kingdom Nityo Infotech Limited Full time

    Job DescriptionNityo Infotech Limited is seeking a highly skilled Head of Customer Onboarding to join their operations team. The ideal candidate will have a proven track record in senior customer onboarding roles within fast-paced growth organisations.Key Responsibilities:Develop and implement effective onboarding processes for new customers.Collaborate with...

  • Chief Customer Experience Officer

    3 weeks ago

    Exeter, Devon, United Kingdom Nityo Infotech Limited Full time

    Job DescriptionOur client, Nityo Infotech Limited, is seeking a seasoned professional to fill the role of Head of Customer Management. This position is a key hire for the company, and the successful candidate will play a critical role in shaping the customer experience.Key ResponsibilitiesImplementing hardware and SaaS technology products and/or projects,...

  • Chief Customer Experience Officer

    3 weeks ago

    Exeter, Devon, United Kingdom Nityo Infotech Limited Full time

    Job DescriptionOur client, Nityo Infotech Limited, is seeking a seasoned professional to fill the role of Head of Customer Management. This position is a key hire for the company, and the successful candidate will play a critical role in shaping the customer experience.Key ResponsibilitiesImplementing hardware and SaaS technology products and/or projects,...

  • Head of Customer Onboarding

    4 weeks ago

    Exeter, Devon, United Kingdom Lightfoot Full time

    About the RoleWe are seeking an experienced Head of Customer Onboarding to join our management team at Lightfoot. As a key member of our team, you will be responsible for leading the Customer Onboarding team to ensure the successful implementation of our Hardware and SaaS products for our customers.Key ResponsibilitiesDevelop and implement high-quality...

  • Head of Customer Onboarding

    4 weeks ago

    Exeter, Devon, United Kingdom Lightfoot Full time

    About the RoleWe are seeking an experienced Head of Customer Onboarding to join our management team at Lightfoot. As a key member of our team, you will be responsible for leading the Customer Onboarding team to ensure the successful implementation of our Hardware and SaaS products for our customers.Key ResponsibilitiesDevelop and implement high-quality...

  • Head of Digital Development

    4 weeks ago

    Exeter, Devon, United Kingdom University of Exeter Full time

    Job Title: Head of Digital DevelopmentAre you a visionary leader with a passion for cutting-edge digital technology? We are seeking a Head of Digital Development to drive the future of our digital landscape and lead our engineering team to new heights.About the Role:Lead and grow the engineering function, including Developers, Technical Analysts, DevOps...

  • Head of Digital Development

    4 weeks ago

    Exeter, Devon, United Kingdom University of Exeter Full time

    Job Title: Head of Digital DevelopmentAre you a visionary leader with a passion for cutting-edge digital technology? We are seeking a Head of Digital Development to drive the future of our digital landscape and lead our engineering team to new heights.About the Role:Lead and grow the engineering function, including Developers, Technical Analysts, DevOps...

  • Learning Experience Designer

    4 weeks ago

    Exeter, Devon, United Kingdom University of Exeter Full time

    Senior Learning Experience DesignerWe are seeking a highly skilled Senior Learning Experience Designer to join our Learning Design team at the University of Exeter. As a key member of our team, you will play a crucial role in developing effective learning designs for online, blended, and face-to-face learning experiences.About the RoleThis is a full-time...

  • Learning Experience Designer

    4 weeks ago

    Exeter, Devon, United Kingdom University of Exeter Full time

    Senior Learning Experience DesignerWe are seeking a highly skilled Senior Learning Experience Designer to join our Learning Design team at the University of Exeter. As a key member of our team, you will play a crucial role in developing effective learning designs for online, blended, and face-to-face learning experiences.About the RoleThis is a full-time...

  • Head of Customer Onboarding

    5 months ago

    Exeter, United Kingdom Lightfoot Full time

    We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time. We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%. Our...

  • Deputy Head of Commercial Services

    7 months ago

    Exeter, United Kingdom Bridge of Hope Full time

    We are working with a Public Sector organisation in Devon to recruit their new permanent Deputy Head of Commercial Services. Key Purpose Work alongside the Head of Commercial Services and Head of Children's Commissioning to deliver a single co-ordinated strategic commercial (procurement, commissioning and contract management) approach., - Working with the...

  • Head of service

    3 weeks ago

    Exeter, United Kingdom Exeter City Council Full time

    JOB TITLE: Head of Service - Customers & Communities REPORTING INTO: Strategic Director - People SALARY: £71,000 MAIN PURPOSE OF ROLE To work as a member of our Operational Management Board, delivering against our corporate ambitions and priorities by offering strategic and operational support to the Customers & Communities service. To provide excellent...

  • Customer Experience Specialist

    1 month ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About CuckooWe're a customer-centric company that's passionate about making a difference in the lives of our customers. Our mission is to provide exceptional customer experiences that exceed expectations.Job SummaryWe're seeking a highly motivated and customer-focused individual to join our Customer Care team as a Customer Experience Specialist. As a key...

  • Customer Experience Specialist

    1 month ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About CuckooWe're a customer-centric company that's passionate about making a difference in the lives of our customers. Our mission is to provide exceptional customer experiences that exceed expectations.Job SummaryWe're seeking a highly motivated and customer-focused individual to join our Customer Care team as a Customer Experience Specialist. As a key...

  • Customer Experience Specialist

    2 weeks ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About Us:Cuckoo is a customer-centric company that prioritizes the needs of its customers. We strive to make their lives easier and their broadband faster, aiming to become the UK's most recommended way to connect.Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us.Job...

  • Customer Experience Specialist

    1 week ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About Cuckoo:We're a customer-centric company that prioritizes making our customers' lives easier and their broadband faster. Our goal is to provide a seamless and stress-free experience for our customers, and our Customer Care team plays a crucial role in achieving this.As a Customer Care Specialist, you'll be part of a dynamic team that's passionate about...

  • Customer Experience Specialist

    3 weeks ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About CuckooCuckoo is a customer-centric broadband provider that prioritizes delivering exceptional customer experiences. Our mission is to make broadband feel good, and we're committed to achieving this through our customer-focused approach.Job SummaryWe're seeking a skilled Customer Care Specialist to join our team. As a key member of our Customer Care...

  • Customer Experience Specialist

    3 weeks ago

    Exeter, Devon, United Kingdom Cuckoo Full time

    About CuckooCuckoo is a customer-centric broadband provider that prioritizes delivering exceptional customer experiences. Our mission is to make broadband feel good, and we're committed to achieving this through our customer-focused approach.Job SummaryWe're seeking a skilled Customer Care Specialist to join our team. As a key member of our Customer Care...