Customer Experience Transformation Manager

1 week ago


London, Greater London, United Kingdom The Football Association Full time

We are seeking an experienced Customer Experience Transformation Manager to drive organisational-wide transformation and alignment of customer service capabilities and SLAs. This is a 12-month role with the potential for long-term impact.

About the Role

This key position will be responsible for driving standardisation of customer service processes, ensuring more effective ticketing, triaging and query resolution. You will work closely with divisional leads and their teams to provide training and support in using technology to improve customer service delivery.

The successful candidate will have a proven track record in leading transformations of service functions and will possess strong leadership and team management skills. They will also have excellent stakeholder management skills and be able to effectively communicate with senior stakeholders across the organisation.

Key responsibilities include establishing governance of a 12-month customer service project, co-ordinating a cross-functional working group and creating a shared vision for customer services across The FA.

Requirements
  • A proven experience in a customer service role, including supervisory/lead responsibilities.
  • Proven experience in leading a transformation of a service function.
  • Strong leadership and team management skills.
  • Strong capabilities in change management.
  • Proven skill in stakeholder management – both internal and external.
  • Capable communicator at all levels of an organisation.
Benefits

We offer a competitive salary, as well as great opportunities to develop and grow in your role. Our benefits package includes access to event day tickets at Wembley Stadium, free nutritious lunches, private medical cover, a contributory pension scheme and a hybrid working model offering greater flexibility.



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