E & M Talent Partners are delighted to be supporting an exceptional company in the Stockport area with sourcing a new Head of Customer Experience to form part of the Senior Leadership Team.
As a member of the SLT, you will be accountable for the delivery of the end to end customer journey for their wide ranging customer base.
Having recently been voted one of the best companies to work for, the office environment and benefits are exceptional and market leading and include overseas trips (paid for), fantastic holiday entitlement with your birthday off, Electric Vehicle Scheme and employee ownership!!! (to name just a few)
Duties will include:
Facilitating the delivery of agreed service levels and KPI's Improving and creating CX efficiencies Managing the end-to-end CX journey Enabling an effective and robust complaints management policy Ensuring training and development plans are in place for the CX team and wider population Managing insurance cases, risks and ACAS/Tribunal concerns Implementing and sustaining compliance frameworks in the CX arena Ensuring value add opportunities are taken - Review, RAF, Referral Management and review of CX technologies that expedite our presence in the digital service world Ensuring we deliver against agreed budgets whilst protecting present revenue streams
To be successful in this role you must be able to demonstrate a track record of leading Customer Service teams/functions.
If this is of interest, please respond with an up to date copy of your CV for an immediate call back.
#J-18808-Ljbffr
As a member of the SLT, you will be accountable for the delivery of the end to end customer journey for their wide ranging customer base.
Having recently been voted one of the best companies to work for, the office environment and benefits are exceptional and market leading and include overseas trips (paid for), fantastic holiday entitlement with your birthday off, Electric Vehicle Scheme and employee ownership!!! (to name just a few)
Duties will include:
Facilitating the delivery of agreed service levels and KPI's Improving and creating CX efficiencies Managing the end-to-end CX journey Enabling an effective and robust complaints management policy Ensuring training and development plans are in place for the CX team and wider population Managing insurance cases, risks and ACAS/Tribunal concerns Implementing and sustaining compliance frameworks in the CX arena Ensuring value add opportunities are taken - Review, RAF, Referral Management and review of CX technologies that expedite our presence in the digital service world Ensuring we deliver against agreed budgets whilst protecting present revenue streams
To be successful in this role you must be able to demonstrate a track record of leading Customer Service teams/functions.
If this is of interest, please respond with an up to date copy of your CV for an immediate call back.
#J-18808-Ljbffr
