Customer Experience and Operations Director

4 days ago


Daventry, Northamptonshire, United Kingdom Percepta LLC Full time

Job Title: Customer Experience and Operations Director

About the Role

We are seeking a highly skilled Customer Experience and Operations Director to join our team at Percepta LLC. As a key member of our leadership team, you will be responsible for overseeing the Customer Experience team and driving operational excellence across our business.

Responsibilities
  • Supervise and support the Customer Experience team in delivering exceptional customer service.
  • Analyze call and escalation data to identify process improvements and develop action plans to drive business growth.
  • Partner with Customer Experience Specialists to ensure high levels of customer satisfaction and loyalty.
  • Assist escalated customer calls and provide guidance to team members to resolve issues efficiently.
  • Monitor and maintain service levels, including analysis and management of program trends and progress.
  • Communicate changes and enhancements to relevant personnel to ensure seamless execution.
  • Develop, coach, and evaluate team members to enhance their customer service skills.
  • Interview prospective new employees and perform user acceptance testing of system enhancements to ensure they meet our standards.
Requirements
  • Professional level fluency in Norwegian and English (written and spoken) to C1/C2.
  • Further education or equivalent experience, including mid-level experience in contact or customer call centers.
  • Previous experience in managing, coaching, and improving team performance.
  • Thorough understanding of contact center technologies and customer tracking systems.
  • Strong time management, organization, and planning skills, with ability to prioritize and multitask.
  • Proficient in Microsoft Office and team building skills.
  • Ability to drive employee satisfaction and create a supportive learning environment.
What You Can Expect
  • Competitive salary of $65,000 - $80,000 per annum.
  • 25 days annual leave, increasing by 1 day on anniversary of start date for the first 5 years.
  • Life assurance 4 x annual salary.
  • Contributory pension scheme.
  • Private medical insurance.
  • Comprehensive travel insurance.
  • Discounts on brand new vehicles.
  • Employee assistance program.
About Percepta LLC
  • Culture of service, teamwork, respect, and proactive approach.
  • Opportunities for career growth and learning.
  • Diverse and community-minded organization with competitive compensation.


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