Head of Customer Experience

London
2 months ago
Applications closed

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Job Title: Head of Customer Experience

Salary: £90,000 - £120,000 per annum

Location: Remote working with possible travel to London 2-3 times per month

About the Company

Our client is a technology-driven company that is transforming the telecommunications landscape.

About the Role

As Head of Customer Experience, you will be responsible for ensuring that customers have a positive experience with the company’s services. You will manage the operational performance of a third-party provider to agreed service levels, own the operational customer relationship, and ensure that customer feedback is addressed appropriately.

Key Responsibilities:

  • Ensure that the company is delivering a good customer experience.

  • Manage the third-party provider’s operational performance to agreed service levels.

  • Lead and manage major incidents.

  • Understand the technical solution and assess the resolution of technical issues.

  • Own and optimise customer-facing processes.

  • Provide product ownership for customer-facing portal and reporting systems.

  • Work with all relevant teams to enhance the process and experience.

  • Build an understanding of customer behaviours and identify areas for improvement.

  • Manage external communications with customers and other stakeholders.

  • Lead and develop a small team.

  • Identify, agree, and deliver improvements in service design and delivery.

  • Collaborate with the executive team and contribute to broader business matters.

  • Use relevant data to support customer initiatives.

  • Monitor and action customer feedback.

  • Operate within industry regulations and company policies.

  • Co-chair the Industry user group and collaborate with relevant external entities.

    Ideal Candidate:

  • Bachelor’s degree or equivalent in a relevant field.

  • Strong and measurable track record in customer experience from a relevant market (Telecoms or Technology industry)

  • Strong grasp on mapping the customer journey and process best practice.

  • Detailed understanding of CRM systems, Fault management systems and CX survey technology.

  • Highly developed interpersonal skills.

  • Analytically strong with sound decision-making.

  • Strong written and verbal skills.

  • Excellent presentation skills.

  • Experience in successfully managing others.

  • Able to cultivate productive collaborative relationships.

  • Resilient and persuasive.

  • Experience in delivery of ITIL-compliant processes.

    Benefits:

    25 days’ holiday (rising to 30 days with tenure)

    Enhanced pension scheme

    Life assurance

    Private medical insurance

    Eligible to participate in company bonus scheme

    To Apply:

    If you are a highly motivated and experienced customer experience leader with a passion for delivering outstanding service, we encourage you to apply

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