Head of Customer Experience

2 weeks ago

Hook, United Kingdom Cinch Cars Full time

**Head of Customer Experience**

**Hook, Hampshire**

**cinch and careers**

cinch is shaking up the digital car-buying experience, are you up for the journey? Our mission is faff-free and ever-evolving, just like the employee experience we’ve created. Our people are the heart of our business and together we’re building a curious and like-minded community eager to take the used car market by storm. There are so many opportunities here for you to succeed, and as one of the UK’s fastest-growing businesses, a career at cinch means you can go anywhere. And when we do, we go together.

**cinch and Customer Experience**

One of our values as an employer is that we keep our customers at the heart of all we do. Our Customer Experience team helps us do just that. Made up of three teams - CX, Finops & Quality Assurance - this team drives relationships and fuels cinch as the go-to online marketplace for buying cars in the UK. We’re looking for a people person, someone proactive, enthusiastic and ready to get stuck in. The Customer Experience team is constantly growing, grow it further with us.

**The role**

To drive Customer obsession by leading both the Customer Finance and Customer Experience teams, focusing on key KPI’s, employee engagement and development to enhancing our cinch culture. You will lead the vision from a Customer Operations perspective ensuring high level KPI’s, projects and system enhancements are considered with us having the right quantity and quality of people in the roles to handle the volumes.

The Head of Customer Experience will be the lead of the department, supporting the Head of Customer Operations in developing and then implementing the defined cinch vision with their direct reports. They will be responsible for highlighting gaps, the requirements to close them and lead the right people in Operations to deliver change.

Day to day, you can expect to:

- Support leading the culture within the Customer Operations Department and drive customer obsession with a positive & can-do approach.
- Ensure our key SLA’s and KPI’s are managed through all those reporting to you and that our processes are followed through coaching, training and guiding.
- Maintain a focus of continuous improvement & highlight the need for change when identified.
- Develop business processes that focuses on our total spend & efficiencies.
- Customer simplicity in the finance journey will be a key focus for you. Understanding how we can improve our existing offerings and supporting product whilst minimising Customer drop out in the journey.

**The person**

You will bring some of the following skills with you:

- Previous experience of coaching and developing whilst leading people through people.
- Thrive in an environment of change.
- Experience in Zendesk product solutions.
- Experience in Conversational Commerce such as LivePerson.
- Experience in sales through service or similar retention roles is required to drive retention.

**cinch and Rewards**

cinch’s benefits programme sees that our people are supported both in and out of work. That’s what a faff-free life is all about. We offer:

- Competitive salaries and bonuses
- A company pension scheme
- A flexible/hybrid working policy
- An Employee Assistance Programme
- Access to trained mental health first aiders
- Enhanced maternity, paternity, and adoption leave

And so much more

**cinch and you**

In making the most out of a career at cinch you need to be curious, creative, and collaborative. See, we’re putting you in the driver’s seat, in control of your career and ready to drive your own development. There’s no bureaucracy, no hierarchy, just an environment with values that bring us together and a purpose that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry.

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