Head of Client Journey

**Who are KCS?**

Established more than 90 years ago, KCS is one of the largest suppliers to schools, nurseries, public sector organisations and business in the UK, with thousands of customers nationwide. With over 30,000 products and resources in our catalogue as well as30 easy-access procurement frameworks, we are experts in sourcing and managing everything a teacher needs to improve students' educational outcomes.

It is a really exciting time to join KCS. We are at the beginning of a significant transformation programme to modernise our service and product offering, with ambitions to be our customers' number one educational resources provider. We're investing in infrastructure,people and digital, and recognise that to achieve our ambitions we need an expert in Customer Experience to define and lead our customer journey, ensuring that customer is at the heart of all business activities.

**What will the 'Head of Customer Service' do?**

The role holder will provide inspirational leadership for our team of circa 30 people in our Contact Centre; from developing the team to provide high quality customer interactions, to encouraging the team to continually identify improvements, to ensuringthe team is resourced appropriately. We are looking for someone who is innovative and a thought-leader, constantly improving their own knowledge and experience of customer experience and bringing that best practice into the organisation.

They will bring external best practice, critical and commercial thinking to define and devise a customer experience strategy so customers choose KCS first for their educational resources. This will take into consideration all the key touch points of a customerjourney, and require you to work across KCS with our Product, Marketing, Commercial and Procurement teams. You will be skilled and able to proactively advocate for solutions in other teams outside of Customer Experience where their behaviours and activitiesimpact customer experience.

Ultimately, the successful applicant will be a voice championing our customers to ensure we're making the best experience possible for them. Collaboration and communication is key; both in listening to our customers and obtaining meaningful insight, throughto guiding both the Contact Centre team and wider business to be customer-centric in all activities.

You will have demonstrable prior experience in a similar role, where you can evidence that you have improved customer experience through devising and implementing a customer experience service strategy. It is not important that you have industry experience,in fact, we'd love to hear and learn how other industries are driving improvements to customer experience.
- You will be analytical, using data to drive decisions and improvements.
- You will be an expert in delivering a digital / technology focused service offering.
- You will be passionate about developing people, and have significant experience in leading and inspiring teams. You will also have a growth mindset for yourself; committed to your own learning and development.
- We are going through a lot of change, so you will thrive in a transformational environment and be able to manage your team successfully through this.

**What CSG offer**
- 25 days holiday, plus bank holidays
- Birthday off work
- Life assurance cover
- Company pension
- Flexible first, hybrid working
- A culture of progression & development
- Shopping discounts & retailer offers
- Team & company events
- eLearning portal
- EAP programme
- Referral scheme
- Health & Wellbeing platform
- Health Cash Plan initiative
- Discounted gym membership