Reporting to the Director of Customer Experience, you will be responsible for: -
The design and implementation of programmes to improve the customer experience, encourage a companywide collaborative customer centric way of working.
Delivering a customer experience transformation agenda to maximise revenue and drive customer loyalty.
The day-to-day management of customer service functions, specifically focussing on continuous improvement. Three section managers will report into the Head of Customer Services, with 30 reporting into them. The Customer Service team is a strong and experienced team with excellent staff retention.
Assisting with projects, specifically a project migration to Salesforce in the first instance. You will be instrumental in shaping and analysing data.
Ability and proven experience of managing a multi-disciplined team, operating within a fast-paced customer service environment
Capacity to deliver technology improvements
Experience and gravitas to act as a senior escalation point
A modern manager, you will be an agile person, who embraces and genuinely loves change
A natural people person, you find it easy to influence and deliver change, whilst ensuring the ongoing personal development of all
Inclusive and collaborative way of management - with an open door / hands on way of working
Along with Customer Service Management experience, you will also experience of Presenting, Report Writing and Recruiting
You will be great with data and analytically minded, with experience of Salesforce being extremely beneficial