Head of Customer Experience

London
1 week ago
Create job alert

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

Related Jobs

View all jobs

Key Account Manager

Head of Estates

Pre-sales Engineer - Navigation Systems

Sales Executive

Sales Executive

Sales Executive

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Top 10 Books to Accelerate Your UAV Career in the UK

Unmanned Aerial Vehicles (UAVs), or drones, have transformed industries across the UK, from agriculture and surveying to emergency response, logistics, and filmmaking. As drone technology continues to advance, demand for skilled UAV professionals is rising rapidly. Whether you're launching your UAV career or looking to advance further, continuous learning is key. This guide highlights ten essential books every UAV professional or aspiring drone operator in the UK should read. Each book provides valuable insights into drone technology, regulatory considerations, operational best practices, and industry applications, enhancing your employability and expertise.

Navigating UAV Career Fairs Like a Pro: Preparing Your Pitch, Questions to Ask, and Follow-Up Strategies to Stand Out

Unmanned aerial vehicles (UAVs), commonly referred to as drones, have rapidly become a cornerstone of modern aviation and robotics. Once primarily associated with military applications, UAVs now serve countless roles in commercial and civilian contexts—from delivering packages and surveying crop yields to providing emergency relief in disaster zones. As interest and investment in UAV technology grow, so do the career possibilities. If you’re seeking to enter or advance in this dynamic field, UAV career fairs can be pivotal stepping stones. In-person fairs allow you to have real-time conversations with employers, glean insider knowledge, and demonstrate your passion. Yet, given the stiff competition and the broad range of UAV-related roles, being prepared is essential to standing out. This article dives into how to cultivate a compelling pitch, strategise meaningful questions, approach prospective employers effectively, and follow up in a professional manner. Whether you’re an aspiring UAV pilot, an aeronautical engineer, or a software specialist in autonomous systems, these tips will help you make the most of your next UAV career fair.

Common Pitfalls UAV Job Seekers Face and How to Avoid Them

Unmanned Aerial Vehicles (UAVs)—also known as drones—have become a driving force for innovation in industries such as agriculture, logistics, construction, aerial photography, defence, search and rescue, and environmental monitoring. The UK’s UAV sector is expanding rapidly, offering roles for aerospace engineers, software developers, data scientists, operations planners, maintenance technicians, and more. Whether you are a seasoned drone engineer or an enthusiastic newcomer, the opportunities can be plentiful but also highly competitive. Despite strong demand, many talented candidates stumble into common pitfalls when trying to secure a role in UAV technology. This article will help you avoid those mistakes and refine your application approach, whether you’re seeking a position in research, product development, flight operations, or any area of the UAV ecosystem. Once you’ve polished your strategy, be sure to explore UAV Jobs for roles tailored to this exciting field. By taking heed of these insights, you’ll significantly enhance your chances of landing a job that propels you forward in one of the UK’s most rapidly evolving industries.