Role Summary
We are looking for an experienced Head of the Customer Experience you are tasked with shaping of the future of the Customer Experience & Journey, being committed to delivering a great customer contact experience through a variety of customer contact channels which might include Phone, Email, Web/Live Chat (Supporting the future proofing the business technology wise).
Hybrid (3/2 split) working from the clients Stafford shire site managing 40-60+FTE (customer service, CEX, product support & after sales support).
The Leadership role will ensure that customers receive a professional and consistently high quality service helping to resolve service enquiries. In addition, the role holder will set and deliver the CEX strategy for improving the contact proposition, improve the efficiency of customer contact handling whilst also driving the business through emerging technology.
Core Duties/Responsibilities
Reporting to the Operations Director, the role includes line responsibility for all Contact Centre, After sales & Complaint handling.
Manage the day to day performance of the Contact Centre Operations
to deliver a best in class service, meeting or exceeding all KPIs and within budget. Will have a focus on driving improvements in call handling times.
Supports the strategy for the development of the contact centre, staying abreast of new practices and technologies.
Lead and embed the change to a new customer service & CEX system...