Head of Customer Experience

Head of Customer Experience, 40-55k + profit share and excellent benefits

My client, an Employee Owned  financial services business based near Stockport, with plans to grow its client base significantly over the next 12 months, is looking to add to their senior Leadership Team.

The Head of Customer Experience is accountable for the delivery of the end-to-end customer journey and strategy for their customer base. 

Leading from the front and by example, you will be accountable for the overall KPI and SLA delivery of the Customer Experience team. You will also deliver operational excellence in the effectiveness and efficiency of the customer journey and the management and ongoing development of the Team Leader and Senior team members, as well as the ongoing profitability of the department. 

•Facilitating the delivery of agreed service levels and KPI’s 

•Improving and creating efficiencies 

•Managing the end-to-end Customer Experience journey. 

•Enabling an effective and robust complaints management policy 

•Ensuring training and development plans are in place for the team and wider population

•Managing insurance cases, risks and ACAS/Tribunal concerns 

•Implementing and sustaining compliance frameworks in the CX arena 

•Management and review of CX technologies that expediate digital presence 

•Ensuring delivery against agreed budgets whilst protecting present revenue streams 

•Implementing, embedding and sustaining best in class customer outcomes whilst promoting a world class customer experience mindset

•To create a culture of openness, honesty and development that allows CX colleagues to learn, grow and thrive whilst delivering amazing customer experiences

•To embed short-, mid- and long-term change projects withing the CX infrastructure utilising the latest technologies whilst mitigating the risk to the business, customer and industry compliance.

Fantastic Benefits

• Employee-owned company
• A world class 3-star Best Company to work for
• Minimum of 34 days holiday (rising with service), including your birthday off
• Monthly team get-togethers
• Electric Vehicle salary sacrifice scheme
• A range of company incentive targets
• Incentive trips - previously Las Vegas, Barcelona, New York and more
• Clear career progression - 60% of senior managers have progressed from entry level roles
• A brand-new office with a games room, bar and flexible working space
• Fresh fruit and smoothies
• Employee healthcare membership

To apply, please submit your CV by clicking on the relevant links. If successful you will be contacted by one of our consultants within 3 working days. Unfortunately, due to the volume of applications we expect to receive for this role, if you do not hear from us within this time you should presume your application has been unsuccessful on this occasion.

Grassroots Recruitment is acting as a recruitment agency and a recruitment business in respect of this vacancy. Grassroots Recruitment is an equal opportunities employer and recruiter. We welcome applications from all sections of the community, regardless of age, race, sex, sexual orientation, marital status, religion or disability.