Head Of Customer Excellence

Head of Customer Excellence

£50,000 - £60,000 + Negotiable Bonus Structure

The head of Customer Excellence will shape the future of the Customer Excellence/sales and retentions team by being committed to delivering a great customer experience through a variety of Customer contact channels which might be via; phone, email, web/live chat.

This role will lead a team of Customer Excellence colleagues and will ensure that customers receive a professional and consistently high-quality service helping to resolve various queries, close any sales enquiries and get it right first time.

Your areas of responsibilities:

• Strong data management and analytical mindset.
• Set the strategy for the development of the newly created department.
• Manage the day-to-day performance of the Customer Excellence team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Lead, inspire and co-ordinate the team to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer processes and their associated customer experience, improving efficiency and reducing complaints.
• Responsible for the recruitment, training, induction, and coaching strategy across the department.
• Staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of Customer service.
• Ensure a flexible team is embedded ensuring customer demand and efficiencies are created.
• Apply best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Act as the voice of the customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increases in customer satisfaction scores.

Competencies and personal attributes

• 5+ years of experience in a similar role.
• Proven experience of leading a service driven contact centre / operation with experience of managing an operation through periods of significant growth or change.
• Passionate about the customer experience.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
• The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
• Experienced in working in a fast-paced and lean environment.
• Strong analytical and quantitative skills.
• A self-starter who enjoys juggling multiple issues at one time and can organize and direct diverse activities in a changing environment, often under time pressure.
• Well-developed leadership skills, strong conceptual thinking, a hands-on approach, and the charisma to make things happen.
• Able to provide organizational and individual direction, mentoring, and professional development for teams.
• Excellent people-manager who is effectively able to identify talent, develop, and mentor people.
• A robust character & has the personal resilience to challenge on key matters and influence others.