Customer Business Partner

We are looking for a Customer Business Partner who will take a lead in driving exceptional standards of customer experience with a “right first-time” approach.

Building strong relationships with our internal teams and supply chain, the Customer Business Partner will instigate improvement whilst challenge standards to ensure we deliver the best possible service to our customers and meet our C-MeX performance commitments.

It’s a fast-paced role which will require tenacity and self drive. The role will be hybrid with flexible site-based working 3 days a week. A full UK driving license is essential.

**Key responsibilities;**
- To work with SMEs from across the business to identify opportunities to improve the day to day service we offer our customers.
- Provide leadership to the Customer Support Centre, a team of 11 dedicated to helping manage customers through their journey with Affinity, keeping them informed of progress and addressing issues before they impact experience.
- To deliver, and coordinate, improvement and change activity across the business, managing actions through from conception to completion.
- Assess and interpret customer performance data to identify improvement opportunities and track the benefit of actions.
- To use experts from around the business to develop a clear and balanced view of the ‘wants’ of our customers.
- To hold people to account for their actions, highlighting where failure to deliver is negatively impacting upon the experience of our customers.
- To act as the conscious of our customers, challenging day to day decision making across the business to ensure customers are at the heart of everything we do.
- Support & positively challenge internal customers where appropriate to ensure performance delivery is achieved.
- Manage relationships with key external suppliers to ensure service standards.
- Identify and lead improvement activities across the department to optimise user journeys, engage with the customers and improve their experience.
- Driving a customer centric culture in line with our Customer strategy/OGSM
- Being a key influencer to make changes to processes to ensure we deliver the most efficient and customer centric approach.
- Continually review Quarterly CMEX results to help achieve high CMEX results
- Positively communicate Customer processes with all employees to include training, regular audits etc.
- Sharing best practice through the eyes of the customer with regular liaison meetings with our team and supply chain.

**Skills and experience required;**
- An approachable leader, with a ‘can do’ attitude who leads by example.
- Obsessed with giving customers the best service possible.
- Experience of leading improvement activity, with clearly defined plans and evidenced outcomes.
- An inquisitive mindset, and a passion to understand why.
- Relentless in pursuing improvement.
- Ability to translate complex processes into simple summaries.
- Highly organised, with a strong attention to detail.
- Ability to deal with constant change, demonstrating an agile approach to their work.
- Confident to constructively challenge those around them.
- Outstanding stakeholder engagement skills in complex multi stakeholder environments.
- Excellent communication skills both written and verbal.
- Forward looking, with an ability to think strategically.
- Ideally educated to degree level or equivalent technical discipline.
- Effective people and leadership skills to encourage and maintain individual and team performance.
- **Benefits**:

- Salary £55k
- 27 days holiday
- Hybrid - 3 days based in Hatfield, 2 days at home
- Company bonus
- Excellent Pension Scheme, double matching company contribution