Head of Customer Service Strategy

4 days ago


Manchester, United Kingdom Michael Page (UK) Full time

Job Description:

We are seeking an experienced leader to join our team as Head of Customer Service Strategy. As a key member of our leadership team, you will be responsible for developing and executing a customer-centric approach that drives operational excellence across customer experience, insight, and service delivery functions.

Your Key Responsibilities:

  • Develop and execute a comprehensive customer strategy, aligning with organisational goals to improve service quality and increase patronage.
  • Lead Contact Centre, Complaints, and Customer Information teams, driving performance against key metrics like Net Promoter Score (NPS) and Service Level Agreements (SLAs).
  • Leverage data and technology to identify barriers, enhance customer journeys, and implement real-time solutions for incidents, delays, and travel updates.

About Our Client:

Our client is a leading organisation in the travel industry, committed to delivering seamless, customer-centric experiences. They are currently undergoing transformative change to better serve their diverse community.

What We Offer:

  • A competitive salary of £85,000, plus a final value pension scheme.
  • Hybrid working, combining flexibility with the need to be visible in leadership.
  • The chance to make a tangible impact on how Greater Manchester's transport network serves its diverse community.


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