Senior Customer Experience Director

2 weeks ago


London, Greater London, United Kingdom Kroo Ltd Full time

We are seeking a seasoned professional to join Kroo Ltd as a Senior Customer Experience Director. This role is responsible for driving the strategic and operational leadership of our customer operations team, ensuring that our customer experience is industry-leading. The ideal candidate will have a strong background in retail banking, with experience in developing and implementing customer service strategies that align with business objectives.

Job Description
  • This role reports directly to the Chief Operating Officer and is responsible for leading a multi-channel customer operations team (including lending collections) to deliver exceptional support across live chat, email, phone, and social media.
  • The successful candidate will set high standards for customer care and service, promoting a culture of excellence within the team and the wider organisation.
  • They will establish and monitor key performance indicators (KPIs) to maintain superior service levels, quality, and efficiency.

Benefits:

  • An estimated salary of £60,000 - £80,000 per annum, depending on experience.
  • A generous holiday package, including 25 days annual leave, 8 bank holidays, and 1 extra day off during the week of your birthday.
  • Access to a modern office space in Central London, with opportunities for flexible working arrangements.
  • A comprehensive benefits package, including a workplace pension, mental health support, and enhanced parental leave policy.


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