Head of Customer Experience

2 weeks ago

Burnley, Lancashire, United Kingdom Panaz Ltd Full time

About Us

Panaz Ltd is a leading provider of premium textiles and exceptional customer experiences in the hospitality, healthcare, and workspace sectors. We are committed to quality, innovation, and excellence in everything we do.

Role Overview

We are seeking an experienced, strategic, and people-focused leader to head our dynamic customer support team. This pivotal role requires a forward-thinking individual passionate about enhancing customer experience and implementing effective service strategies. You will align customer service and sales initiatives with our business goals and drive continuous improvement across all service operations.

Responsibilities for Customer Service Leadership
  • Develop and execute customer service strategies that enhance customer satisfaction and loyalty.
  • Lead and mentor a team of customer service advisors covering both UK and export markets, as well as a small projects team, to achieve excellence in service delivery.
  • Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
  • Collaborate with cross-functional teams to ensure a seamless customer journey.
  • Nurture the relationship between Customer Service and their Area Sales Managers.
  • Analyze customer feedback and metrics to drive improvements and innovations in service delivery.
  • Implement best practices to streamline processes and enhance efficiency.
  • Engage with key customers as relevant.
Key Skills and Competencies
  • Proven leadership experience in a customer service or related field.
  • Strong problem-solving capabilities.
  • Excellent communication and interpersonal skills to engage effectively with diverse stakeholders.
  • Proficiency in customer relationship management (CRM) systems and data analysis tools using multi-system technologies, some of which are bespoke.
  • Ability to cultivate a customer-centric culture within the team.
  • Innovative mindset with a focus on continuous improvement and efficiency.
Traits for Success
  • An inspirational leader who can motivate and develop a high-performing team.
  • Resilient and adaptable in a fast-paced and evolving business environment.
  • Customer-focused individual with a passion for delivering exceptional service outcomes.
  • Ability to apply sales, business development, and growth insights to drive customer service and project capabilities.
  • A proactive approach to identifying and addressing customer needs and challenges.
Why Work with Panaz Ltd
  • Competitive remuneration.
  • Inclusive, dynamic, and supportive company culture.
  • 25 days of annual leave plus 8 bank holidays.
  • Pension plan and financial wellbeing support.

Panaz Ltd is committed to building a diverse and inclusive workplace where all employees can thrive. We welcome candidates from all backgrounds to apply.

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