OVERVIEW OF THE ROLE

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.

EXPERIENCE REQUIRED

• Ability and proven experience of managing a multi-disciplined team, operating within a fast-paced customer service environment
• Capacity to deliver technology improvements
• Project Ownership
• Experience and gravitas to act as a senior escalation point

PERSONALITY REQUIRED

• 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

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