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Head of Customer Experience

2 weeks ago

Crawley, United Kingdom Joseph Giles Ltd Full time

At Joseph Giles we need someone ensuring our many various types of customers have an excellent experience in all their dealings with Joseph Giles and that any issues are resolved as quickly as possible. This is a leadership and a hands-on role, the project delivery side is all about keeping the contract managers on the building sites we are supplying happy and informed.

There are two direct reports in this role, one on the customer experience team, which involves project administrators, and the other report is the technical specification team, however, more people could be added over time depending on expansion and a need to bring in managers for the individuals would be required.

**Responsibilities/Duties**:

- Training and leading the team
- Working with other departments to ensure contracts managers have the answers they need when they need them
- Establishing and maintaining a ticketing system through HubSpot
- Getting directly involved in helping resolve customer issues
- Case management, pulling in the required departments or personnel from the business to quickly resolve any outstanding issues
- Championing the NPS program and analyzing and acting on the feedback
- Creating and executing on a customer experience improvement program
- Creating a plan to take the customer experience team to a global level.
- Implementing standard operating procedures and systems to de-skill the direct report roles and make them more efficient

**Skills/Attributes required**:

- Excellent customer service skills including listening and handling challenging clients and situations
- Very passionate about providing an excellence customer experience and turning customers into raving fans
- Solutions orientated
- Great team leader and team player
- Good at training and coaching individuals
- Good at courageous conversations and performance management
- Excellent planning and creating improvement programs
- Clear communicator to managers or other personnel from the business
- Good at analyzing and acting on feedback
- Good time management and organization skills
- Systems orientated including standard operating procedures
- Prepared to role up sleaves and get stuck in when the need arises
- Ticketing / customer service system
- CRM and pipeline management and CRM etiquette
- HubSpot / automation and efficiency
- Championship on NPS and maintaining a high score

**Company Benefits**:

- Opportunity to grow in the business
- Brand new premises and amenities
- Supportive working environment
- Deliveroo company allowance
- Training and development
- Company equipment

Hours are 7:30 am - 4:30 pm

Holiday: 21 days, plus bank holidays and Christmas shutdown period

**Salary**: £60,000.00-£65,000.00 per year

**Benefits**:

- Canteen
- Company pension
- Free parking
- On-site gym
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Crawley: reliably commute or plan to relocate before starting work (required)

Work Location: In person