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Head of Customer Experience

  • Location

    Macclesfield

  • Sector:

    Other Sectors

  • Job type:

    Permanent

  • Salary:

    £40k - 50k per year

  • Contact:

    Aman Kumar

  • Contact email:

    Aman.Kumar@jcwresourcing.com

  • Contact phone:

    02035899300

  • Job ref:

    LM46512

  • Published:

    6 days ago

  • Expiry date:

    2019-09-12

  • Consultant:

    Aman Kumar

My Client are a market leading dynamic firm that are currently in the search for a skilled and motivated Head of Customer Experience. Reporting directly to the Managing Director you can expect great autonomy and development. Overview: * To support the communication and delivery of work aligned to the organisation's mission, values and behaviours and all elements of customer experience improvements across the organisation. Responsibilities: (Day-to-day duties; job process; "typical day") * Strategic planning which encompasses cost saving, service and efficiency * Provide development opportunities and ensure succession planning is in place across all levels * Report on budget performance, cost saving initiatives and continuous improvements * Develop and implement business and team KPIs to manage performance * Oversee the achievement and maintenance of agreed customer service levels and standards * Define and communicate customer service standards * Promote engagement in all teams towards driving customer experience * Continually identify opportunities to improve the customer experience * Deliver change initiatives identified internally or from external good practice to support these opportunities * Fully understand all internal and external legislation relevant to the role * Present data, recommendations to stakeholders, gain commitment and implement measurable customer experience Requirements: * Strong communication skills * Strong Strategic planning skills * Problem analysis and problem-solving * Previous experience in working within a call centre environment * Managing through change * Credible across service areas, creates positive working environments, manages conflict * Demonstrates high personal standards, able to identify positive behaviours in others * Motivated to participate in development opportunities that increase capability and performance * Credible across service areas, creates positive working environments, manages conflict If you are interested in this position and your experience meets the requirements, please apply via the button below. If you do not receive a response on your application in 3-5 working days, please assume your application has been unsuccessful on this occasion. If you are interested in a new opportunity but your experience doesn't fit this role, please e-mail me at Aman.Kumar@jcwresourcing.com with an up to date CV and i will get back to you. If you are not interested but know someone who might be then JCW offer a generous referral Scheme reward, whereby anyone who refers us to a successfully placed candidate is entitled to up to £250 worth of vouchers.