Head of Customer Experience & Training

Recruiter
Mottram Search Limited
Location
Hilderstone
Salary
£70,000 per annum
Posted
29 Jul 2017
Closes
31 Aug 2017
Sector
General
Contract Type
Full Time

An exciting opportunity has arisen to join a customer focused utilities company in a role to provide inspirational and strategic leadership with responsibility for designing and developing customer experience and training strategies, principals and governance.

The job

This is a great opportunity to work for a company and industry sector that is going through significant change with ultimate focus on providing a best in class customer experience.

As a member of the senior management team, reporting into the COO, you will proactively contribute to delivering the Customer Department’s wider goals. You will be responsible for development of:

  • customer journeys, internally, with partners & affiliates
  • key operational MI and Insight to support process, journey & customer support improvements
  • customer support interaction across Web, App and online & the development of appropriate measurement of customer satisfaction and business performance indicators from a customer experience perspective
  • effective training programmes, undertake full reviews of effectiveness and oversee any contractors utilised for training purposes

The role is key to ensure our clients products and customer service delivers a word class experience.

You can expect up to 6 direct reports with further indirect reports. Direct reports would include a Training Manager, Quality Manager, Insight Manager and Customer Experience Manager.

What we’re looking for

  • Defining E2E Customer journeys for all the clients products and services delivering a seamless experience
  • Shape & develop the tone of voice in line with the brand
  • Shape content and relevant information across customer comms
  • Develop key customer touch points to improve insight & deliver best in class customer support
  • Design & Deliver Omni-channel support model
  • Support the design and the delivery of telephony platform changes
  • Develop & maintain strong relationships with partners and affiliates to deliver consistent & seamless customer experience
  • Build, maintain and develop structured operational reporting tools and MI suite for customer insight purposes
  • Produce root cause analysis for areas of improvement whilst demonstrating the business benefit for senior executives
  • Defining measurement of customer satisfaction and operational performance
  • Ensuring all compliance and regulatory rules are adhered to.
  • Working with the in house and 3rd party software development teams and IS teams to develop the solutions for best in class experience
  • Oversee cost to serve initiatives and overall customer plan
  • Ensure health and safety objectives and targets are met

Competencies and qualifications

  • Degree level qualification required
  • Experience of leading teams in highly customer centric environments
  • Experience of driving customer experience agendas in fast paced environments
  • Ability to present complex data and business cases in a compelling and succinct way
  • Strong communication, stakeholder and leadership skills
  • Ability to deliver complex strategy in fast paced environment
  • Potentially have knowledge of working in Lean start-up or similar
  • Strong stakeholder engagement across all levels

Competitive salary, bonus and excellent benefits