Head of Customer Experience – Head of Customer Service
The first and most prominent role of the Head of Customer Experience is to provide leadership and direction to the entire Customer Support department. To establish and oversee the adoption of the departments vision, goals and objectives at all levels.
A national retailer with almost 300 stores across the UK & I. The outlook for this company is very positive, despite the challenging general retail conditions in the UK, they have made significant investment in new sites, logistics and the fabric of their shops. In 2020 they moved to a new E-commerce offering and they have sales of around £400m. They are a business that likes fact, detail and accuracy and they take great pride in what they do.
Customer service is everywhere along the supply chain, it affects the way the journey begins when products are sold to our customers and it is there when products are delivered. Through the processes of purchasing, distributing and selling our products, we focus our efforts on the Supply Chain to provide an excellent assistance to our Customers.
The Head of Customer Experience leads ground support for customer support advisors and managers, developing and implementing efficient officers in implementing customer experience support plans. This is inclusive of leading analysis, workshops, and the development of recommendations for consumer insights for review by the Logistics Director and key stakeholders.
In this capacity, the Head of Customer Experience also plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and developing them for further career progression.
Key responsibilities will include:
We are looking for a candidate with excellent Customer Service skills, who can approach challenges with a positive and pragmatic attitude. The candidate will be able to use their own initiative in order to plan, design and implement strategic improvements.
Required skills and experience:
What’s on offer:
This is a great opportunity to really shape & lead the customer strategy for a well-established retailer, and they are looking to pay around £45,000 – £60,000.
Please send your CV today, interviews taking place next week!