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Director of Customer Experience
2 months ago
This is a senior leadership role whose responsibilities include:
- Leading the way and helping to achieve the highest levels of customer satisfaction through effective management and strategic planning.
- Ensuring consistent delivery of customer care, including maintaining high standards of service and quality.
- Supporting and creating a high-performing team by managing internal customer care policies and procedures, and fostering a culture of excellence.
- Aiming to deal with customer care issues quickly, professionally, and to the customers' complete satisfaction, through effective communication and problem-solving.
- Spending time in the field visiting customers where required, and working collaboratively with internal stakeholders to ensure customer needs are met.
- Liaising and coordinating with various departments to minimize customer care issues, and utilizing data and analytics to inform decision-making.
- Utilizing software and systems to create and monitor key performance indicators (KPIs) and track team performance against defined service level agreements (SLAs).
- Developing and implementing strategies to improve customer satisfaction, through analysis of trends, data, and systems, and by identifying opportunities for process improvement.
This role requires a strong analytical mindset, excellent communication skills, and a passion for delivering exceptional customer experiences. If you are a motivated and results-driven professional who is committed to excellence, we encourage you to apply.
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
