Customer Service Excellence Lead
3 days ago
About the Position:
">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.
">Key Responsibilities:
">- ">
- Lead the CX team in managing specialised insurance complaints and ensuring timely resolution.">
- Spearhead Consumer Duty initiatives and develop strategies to enhance customer satisfaction and loyalty.">
- Collaborate with cross-functional teams to deliver exceptional customer service and experiences.">
- Analyse customer feedback and complaint data to identify trends and recommend improvements.">
- Develop and implement process improvements to drive efficiency and effectiveness.">
Requirements:
">- ">
- 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.">
Salary and Benefits:
">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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