Customer Experience Director

3 weeks ago


Edinburgh, Edinburgh, United Kingdom Motability Operations Limited Full time
About The Role

As a highly experienced Contact Centre Operations Manager, you will be instrumental in transforming our contact centre operation to deliver an exceptional customer experience. You will lead the team to achieve operational performance by identifying levers to pull that will have a positive impact on key performance indicators (KPIs). Our goal is to provide seamless, efficient, and accessible digital and automated experiences that complement traditional telephony channels.

We are looking for a dynamic leader who can continually review our contact centre operations to ensure call reduction through digital and self-serve channels. Your challenge will be to maximise the use of data and information to enable improvements to service and efficiency through customer insight and procedural simplification.

This role offers a fantastic opportunity to join our hybrid working environment, where we split our time between working on-site at our offices and at home, remotely within the UK. We believe this achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers.

The estimated annual salary for this position is £50,000 - £60,000, depending on your experience. In addition to your salary, you will receive an annual discretionary bonus, 15% non-contributory pension, life assurance at four times your basic salary, and access to our Employee Discount Scheme.



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