Head of Customer Service
Reference:
JAN20254301 Expiry date: 23:59, Fri, 7th Feb 2025 Location: Southampton Salary: Competitive Benefits: Pension, Health Cash Plan, Cycle to Work Scheme, Employee Discount, Values Award, Holidays Company Overview Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate. Main Purpose of Role The Head of Customer Experience will be expected to deliver an enhanced customer journey for GDHV customers bringing a relentless customer lens to the Commercial division; implement and utilise customer data to understand how improvements can be delivered; and design and lead the implementation of customer experience improvement initiatives across the GDHV customer journey and accelerate the transition to a profitable sales journey in both Pre and Post sale activities. Key Accountabilities Responsibility for the delivery of GDHV UK first- & second-line customer support. Operationally responsible for Customer Experience teams (Contact Centre, Customer Experience Admin & Service Delivery) and deliver ongoing development of a team of managers & team leaders. Implement & ensure enhanced communication to all interested parties, ensuring customer focus and to improve the customer journey. Support the on-going continual improvement by ensuring all reported customer issues are robustly reviewed, minimizing where possible, to reduce warranty costs. Driving exceptional and high-quality customer experience to increase customer satisfaction and loyalty across all customers facing teams from enquiry & opportunity management to in-life customer support and GDHV Brand retention processes. Act as brand owner for customer support functions (Enquiry and Customer Support teams) and with support of marketing develop a brand strategy for GDHV Customer Support & Service Channels. Develop the cost of service/contact Centre projection for New Product Implementation and End of Line processes to ensure Operational Readiness and brand protection. Identify and report on the KPI metrics best to serve our business and customers. Lead the development of the CX strategy, governance (customer and conduct) and reporting dashboards to monitor teams’ performance whilst supporting commercial objectives at department or division level with the relevant Head of. Deliver and measure the impact of improvements highlighted within the customer experience/service strategy. Lead the centralization of all Customer Support functions within GDHV to support the 5-year Commercial Strategy utilizing available resource and capacity modelling accountabilities and responsibilities to drive down operational cost and delivering customer satisfaction. Participate and drive decision making and scoping of Customer Support technology initiatives or system selection. Ensure that divisional processes are in place to gather, understand and take action in response to customer feedback through complaints, voice of the customer, social media and customer reviews and own and distribute data to appropriate stakeholders and the DivEx team. Oversee root cause analysis on customer complaints identify the issues causing customer dis-satisfaction. Ensure recommendations for improvements are assigned to business stakeholders and that changes are delivered with the support of the Commercial Quality & Project Managers. Oversee impact analysis on root cause analysis actions and improvements to ensure that expected benefits are realised and where required, additional actions are implemented to reduce reoccurrence of customer dissatisfaction. Deliver and continuously update the GDHV strategy for providing support to vulnerable end users via direct consumer support or partnership agreements in line with customer and partner channel groups. Act as a subject matter expert for Customer Experience and attend relevant sessions to represent customer’s needs and ensure the customer is at the heart of decision making. This role will work across the Commercial team function as well as the broader GDHV division. Build and maintain direct senior level relationships within GDHV UK and other Global divisions. Skills, Knowledge and Experience Essential Criteria Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively. Motivational skills and the ability to supervise and lead a team of customer experience advisors. Creative thinker, to be able to develop innovative ideas to improve customer service standards. Ability to work well under pressure. A commitment to continuous improvement both personally and for the team. Proficient in the use of Office 365. Knowledge and experience of implementing new operational systems. Similar duties conducted within a HVAC (or similar industry) company. Formal qualifications in Business Studies or Consumer Studies. Performance management. Problem-solving. Organisational skills. Critical Thinking. Diplomacy. Travel There may be requirement to travel, on occasion, to other parts of the GDHV business both within the UK, Ireland and wider GDHV Division. Glen Dimplex Values At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to: Think Customer. Care About People. Keep It Simple. Acknowledgement This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
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Reference:
JAN20254301 Expiry date: 23:59, Fri, 7th Feb 2025 Location: Southampton Salary: Competitive Benefits: Pension, Health Cash Plan, Cycle to Work Scheme, Employee Discount, Values Award, Holidays Company Overview Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate. Main Purpose of Role The Head of Customer Experience will be expected to deliver an enhanced customer journey for GDHV customers bringing a relentless customer lens to the Commercial division; implement and utilise customer data to understand how improvements can be delivered; and design and lead the implementation of customer experience improvement initiatives across the GDHV customer journey and accelerate the transition to a profitable sales journey in both Pre and Post sale activities. Key Accountabilities Responsibility for the delivery of GDHV UK first- & second-line customer support. Operationally responsible for Customer Experience teams (Contact Centre, Customer Experience Admin & Service Delivery) and deliver ongoing development of a team of managers & team leaders. Implement & ensure enhanced communication to all interested parties, ensuring customer focus and to improve the customer journey. Support the on-going continual improvement by ensuring all reported customer issues are robustly reviewed, minimizing where possible, to reduce warranty costs. Driving exceptional and high-quality customer experience to increase customer satisfaction and loyalty across all customers facing teams from enquiry & opportunity management to in-life customer support and GDHV Brand retention processes. Act as brand owner for customer support functions (Enquiry and Customer Support teams) and with support of marketing develop a brand strategy for GDHV Customer Support & Service Channels. Develop the cost of service/contact Centre projection for New Product Implementation and End of Line processes to ensure Operational Readiness and brand protection. Identify and report on the KPI metrics best to serve our business and customers. Lead the development of the CX strategy, governance (customer and conduct) and reporting dashboards to monitor teams’ performance whilst supporting commercial objectives at department or division level with the relevant Head of. Deliver and measure the impact of improvements highlighted within the customer experience/service strategy. Lead the centralization of all Customer Support functions within GDHV to support the 5-year Commercial Strategy utilizing available resource and capacity modelling accountabilities and responsibilities to drive down operational cost and delivering customer satisfaction. Participate and drive decision making and scoping of Customer Support technology initiatives or system selection. Ensure that divisional processes are in place to gather, understand and take action in response to customer feedback through complaints, voice of the customer, social media and customer reviews and own and distribute data to appropriate stakeholders and the DivEx team. Oversee root cause analysis on customer complaints identify the issues causing customer dis-satisfaction. Ensure recommendations for improvements are assigned to business stakeholders and that changes are delivered with the support of the Commercial Quality & Project Managers. Oversee impact analysis on root cause analysis actions and improvements to ensure that expected benefits are realised and where required, additional actions are implemented to reduce reoccurrence of customer dissatisfaction. Deliver and continuously update the GDHV strategy for providing support to vulnerable end users via direct consumer support or partnership agreements in line with customer and partner channel groups. Act as a subject matter expert for Customer Experience and attend relevant sessions to represent customer’s needs and ensure the customer is at the heart of decision making. This role will work across the Commercial team function as well as the broader GDHV division. Build and maintain direct senior level relationships within GDHV UK and other Global divisions. Skills, Knowledge and Experience Essential Criteria Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively. Motivational skills and the ability to supervise and lead a team of customer experience advisors. Creative thinker, to be able to develop innovative ideas to improve customer service standards. Ability to work well under pressure. A commitment to continuous improvement both personally and for the team. Proficient in the use of Office 365. Knowledge and experience of implementing new operational systems. Similar duties conducted within a HVAC (or similar industry) company. Formal qualifications in Business Studies or Consumer Studies. Performance management. Problem-solving. Organisational skills. Critical Thinking. Diplomacy. Travel There may be requirement to travel, on occasion, to other parts of the GDHV business both within the UK, Ireland and wider GDHV Division. Glen Dimplex Values At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to: Think Customer. Care About People. Keep It Simple. Acknowledgement This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
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