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Director of Customer Experience

2 months ago

Bedfordshire, United Kingdom Harbourne Associates Full time
Job Description

We are seeking a highly skilled and experienced Director of Customer Experience to join our team at Harbourne Associates. As a key member of our leadership team, you will be responsible for overseeing and leading our customer care department, ensuring that every member is motivated, well-trained, and aligned with our service standards.

Key Responsibilities:

  • Develop and implement strategic initiatives that enhance customer satisfaction and streamline our service delivery processes.
  • Analyse data to identify areas for improvement, creating action plans to address any issues or gaps in service quality.
  • Collaborate closely with other departments to ensure a seamless and positive customer experience across all touchpoints.
  • Monitor and implement key performance indicators (KPIs) related to customer care, reporting on trends and making recommendations for continuous improvement.
  • Manage budgets and resources efficiently, ensuring that the customer care department operates within financial constraints while delivering top-notch service.

Requirements:

  • Proven ability to develop and implement customer care strategies that enhance client satisfaction.
  • Lead, mentor, and motivate the customer care team to consistently achieve high performance standards.
  • Regularly analyse customer service metrics and use insights to continuously improve our service offerings.

What We Offer:

  • Basic Salary - completely negotiable based on experience (happy to discuss).
  • Bonus.
  • Car Allowance (paid monthly).
  • 25 days annual leave, PLUS bank holidays (increases over time).
  • Pension scheme.
  • Private healthcare.
  • Life assurance.