Head Of Customer Experience

Head of Customer Experience

Hours of work: 45 hours per week

Department: Customer Experience

Location: Office based, Durrington or Falmer, Sussex

Project Partners are working with a fantastic Utilities company who are seeking an experienced Head of Customer to come and join their lovely team, based in either the Durrington (West Sussex) or Falmer (East Sussex) office.

Role Purpose

You will take the lead in guiding the organisation through the process of delivering the best Customer Experience and supporting and defining communications at both an operational and organisational level.

Role Summary

· Understanding and improving the Customer Experience throughout the end-to-end journey

· Being the voice of the customer across all levels

· Building strong relationships with key stakeholders, both internally and with our client and with our client’s customers, that will drive an optimised Customer Experience.

· Collaborating at both a strategic and operational level to improve customer engagement and enhance the brand reputation.

· Carry out any other duties appropriate to this post.

Candidate Experience

· Inspire and motivate the team and others by being open, authentic and a genuine leader who is energised by winning as a team.

· Ability to manage up and down, to influence customer strategy and execution.

· A practical mind to find solutions on the spot, with a curiosity to improve and innovate.

· Established skills in providing high levels of Customer service where you have utilised your leadership experience to achieve targets on both an individual and team basis.

· Demonstrable experience working within a fast-paced operational environment where priorities frequently change.

· Call Centre Management

· Responsibility for a Planning and Despatch Function.

Benefits

· Competitive Salary £70 – 80k

· 25 days annual leave

· Car allowance

· Access to Group Pension Scheme

· Life Assurance and Critical Illness cover

· Healthcare cover for employee and family

· Access to Employee Assistance Programme & Medicash

· Continuous Development Opportunities

Apply today for more information!