Head of Customer Experience

Role Summary
We are looking for an experienced Head of the Customer Experience you are tasked with shaping of the future of the Customer Experience & Journey, being committed to delivering a great customer contact experience through a variety of customer contact channels which might include Phone, Email, Web/Live Chat (Supporting the future proofing the business technology wise).

Hybrid (3/2 split) working from the clients Stafford shire site managing 40-60+FTE (customer service, CEX, product support & after sales support).

The Leadership role will ensure that customers receive a professional and consistently high quality service helping to resolve service enquiries. In addition, the role holder will set and deliver the CEX strategy for improving the contact proposition, improve the efficiency of customer contact handling whilst also driving the business through emerging technology.

Core Duties/Responsibilities

• Reporting to the Operations Director, the role includes line responsibility for all Contact Centre, After sales & Complaint handling.
• Manage the day to day performance of the Contact Centre Operations 
• to deliver a best in class service, meeting or exceeding all KPIs and within budget. Will have a focus on driving improvements in call handling times.
• Supports the strategy for the development of the contact centre, staying abreast of new practices and technologies.
• Lead and embed the change to a new customer service & CEX systems 
• Lead, inspire and co-ordinate the Customer Experience management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• You are responsible for the recruitment, training, induction and coaching strategy across customer contact
• Work closely with other teams including HR, L&D and Training delivery teams. Taking full responsibility for the ongoing development all levels of your contact centre.
• Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
• Applying your experience with best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies to create a cost effective operation consistently achieving contact handling SLAs.
• Deliver cost efficiency's and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Skills, Capabilities and Attributes

• Proven ability to inspire and energise your CEX teams
• Previous experience heading up a successful Contact centre CEX/ CS business
• Demonstrates a proactive and results driven approach to driving productivity & success
• Effective in managing change and fostering innovation for the development of the business
• Excellent problem solving capabilities 
• Experience in restructuring and up skilling teams to meet strategic business objectives
• Track record of improving team efficiency and effectiveness
• Skilled in driving continuous improvements

Please share a cV with matt@cactussearch.co.uk