Head of Customer Experience

1 week ago

Liverpool, United Kingdom Page Personnel Full time

Established business in Liverpool
- Customer Support Leadership role (Contact Centre)

**About Our Client**:
This business are an ethical and established business with excellent track record, they operate within a specialist market and will offer hands on training to learn about their services in detail.

Working for a growing business you will be based in a hub of activity, this role will oversee a small team of CX specialists and be responsible for the overall CX strategy including system and delivery.

Key Responsibilities will include;
- Management of data and enhance offering of the CRM system
- Understanding the current Customer Service Journey will be one of your first tasks, you'll then work to improve this
- This role is very much going to be considered 'the face' of the department and internal networking is essential
- Full SLA / KPI management
- Working with Senior Leadership teams to investigate and support the roll out of a working customer insights system
- Hands on role, working with customers to resolve any queries and complaints
- Staff training

**The Successful Applicant**:

- Experienced in house Customer Service Manager / Head of Customer Experience or Operations Manager.
- To be successful for this role you must have a proven track record with implementing new initiatives, ideas and technology, this business will require you to draw on your experiences to raise the excellency standards currently in place. We will require you to have done such a project on more than one occasion and have been within the business to have seen the results of your project first hand.
- Hands on People Manager
- Professional background to include management of specialist teams
- Experience working as part of a senior leadership team
- Comfortable and experienced in pitching ideas to board level
- Experienced in being self managed
- Previous role having been at decision making level for Customer Services / Customer Experience
- Excellent technical experience, or been heavily involved in any new system implementation
- Notice period of 1 month or 2 months max (due to company peak)
- Creative, innovative and passionate about Customer Service
- Able to implement ideas and work in an adaptable way - proven idea to implementation background

**What's on Offer**:
This role offers
- A new exciting role that will enable and encourage creativity and innovation
- Salary £49,000 - £51,000
- Benefits package
- Free Car Parking
- Flexible working

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