Customer Service Excellence Lead

3 days ago


York, York City, United Kingdom MERJE Ltd Full time

About the Position:

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MERJE Ltd is seeking a highly experienced CX Transformation Specialist to lead our Customer Experience Team. The ideal candidate will have a proven track record of driving customer satisfaction and loyalty through innovative solutions and strategic recommendations.

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Key Responsibilities:

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  1. ">
  2. Lead the CX team in managing specialised insurance complaints and ensuring timely resolution.">
  3. Spearhead Consumer Duty initiatives and develop strategies to enhance customer satisfaction and loyalty.">
  4. Collaborate with cross-functional teams to deliver exceptional customer service and experiences.">
  5. Analyse customer feedback and complaint data to identify trends and recommend improvements.">
  6. Develop and implement process improvements to drive efficiency and effectiveness.">
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Requirements:

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  • Strong leadership skills with the ability to set clear goals and empower team members.">
  • Excellent communication and interpersonal skills.">
  • Proven experience in customer service, preferably in the insurance or financial sector.">
  • Ability to interpret policy wordings and understand complex insurance products.">
  • Strong analytical skills for trend identification and strategic decision-making.">
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Salary and Benefits:

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A competitive salary of up to £35,000 per annum, based on experience, and the opportunity to work with an award-winning team in a dynamic, fast-paced environment.



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