Head of Customer Experience

3 months ago

Brigg, United Kingdom Endurance Doors - part of Rocal Group Full time

As the Head of Customer Experience, you will assume a pivotal leadership role, entrusted with shaping the future of our customer support functions and enhancing our customer experience business wide.

Your mission is to empower our team, enabling them to offer an excellent customer experience for our customers in every interaction. Your responsibilities extend to creating a comprehensive framework encompassing systems, processes, activities, and standards that will serve as the foundation from which our customer support team will operate. The Head of Customer Experience will spearhead necessary changes to develop our team.

This role will also work collaboratively with other department heads, ensuring a customer centric approach is at the heart of our decision making and future strategy. This collaboration will ensure a cohesive contribution from all teams, resulting in a seamless experience for our customers across all touchpoints.

**Key Responsibilities**:

- Craft and execute the strategic direction for our customer support function, fostering a sense of inclusion among all team members on this transformative journey.
- Establish standards, define SLAs, and set goals for all customer support activities.
- Develop KPIs, dashboards and reporting frameworks that measure both team and individual performance.
- Implement an organisational infrastructure, ensuring our people are utilised effectively and have sufficient resources to deliver our goals
- Foster an environment focussed on continuous improvement, with all customer support team members committed to making positive change
- Institute measures for gauging customer satisfaction and loyalty, employing metrics such as NPS, CSAT, and customer churn.
- Collaborate with the Business Systems team to evolve our customer support software, empowering our team to continually enhance our customer experience.
- Collaborate with other departments beyond business systems, such as Marketing, Sales, Production and Product Development, to ensure a unified approach in meeting customer needs and expectations.
- Conduct daily team briefings, providing updates on current performance, setting clear objectives, and fostering two-way communication.
- Identify and develop resources which could help our customer support function deliver an improved experience.
- Submit reports to the Executive Steering Group that allow for accurate assessment of our customer support function and overall customer experience
- Advocate for the significance of customer experience throughout all business functions, motivating our team to integrate this perspective into their long-term strategies and day-to-day responsibilities.
- Educate our team on the company's dedication to enhancing customer experience, ensuring each member comprehends the pivotal role they play in achieving our objectives.
- Work alongside HR and Training teams to deliver Customer Experience Workshops across our business
- Analyse customer feedback and data to identify improvement opportunities
- Raise improvement opportunities with relevant department heads
- Collaborate closely with HR to identify training needs, ensuring our teams possess the requisite skills and knowledge for success.
- Stay informed about changes in the realm of customer experience, exploring how new technologies or practices can enhance our operations.
- Ensure staff safety and adherence to required health and safety site rules.

**Required Experience**:

- Over 3 years of experience leading high-performing customer support functions.
- Successful implementation of customer experience strategies.
- Experience working with and enhancing CRM systems.

**Required Behavioural Traits**:

- A collaborative team player fostering strong relationships with customers, the direct team, and peers.
- Strong problem-solving, strategic thinking, and customer-centric orientation.
- Advocate and implement change and continuous improvement.
- Excellent communication and inter-team collaboration skills.
- Self-motivated with a high level of drive, initiative, and creative thinking.
- Proficient in time management, organization, planning, problem analysis, and solution.
- Exceptional attention to detail and accuracy.
- High level of integrity, fairness, openness, honesty, and judgment.
- A credible individual commanding respect as a professional and capable leader.

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Sick pay
- Store discount

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer Excellence: 1 year (preferred)

Ability to Commute:

- Brigg (required)

Work Location: In person

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