Head of Customer - Yorkshire
Recruiter
BCT Resourcing
Listed on
11th March 2021
Location
York
Salary/Rate
£60000 - £65000
Type
Permanent
Start Date
2021-03-11 14:10:56
This job has now expired please search on the home page to find live IT Jobs.
Head of Customer ExperienceYorkshire
£60,000 - £65,000 per annum
Reporting directly to the COO and managing a team of 40 Account and Client Managers, this role will champion a client-centric culture, excite and engage the business to deliver client service excellence.
We are open to considering candidates from any industry, the right candidate for this role must have a Client First approach and have a background in transforming culture.
Joining a fast paced Digital First business specialising in Integrated Marketing & Customer Communications, this is a key role to drive excellent customer experience across all clients in the portfolio.
Role Profile:
* Lead client service lifecycle to deliver high level client satisfaction obtaining continuous client feedback to measure satisfaction and drive continuous improvement
* Lead the client services teams to deliver operational excellence incorporating quality (right first time), SLA achievement, integrity and compliance
* Lead consistent programme of cost efficiency and process improvement to deliver best service at least cost
Key Responsibilities:
* Ensure the clients needs and priorities are championed throughout the organisation
* Support the Business Directors and Relationship Directors by providing exceptional service to clients as a platform for revenue growth
* Build relationships with key clients directly and through the Client Advocates
* Lead the Ops Readiness function to facilitate agile and responsive on-boarding of standard products
* Work with colleagues across IT and operations to deliver best in class service levels
* Ensure the successful implementation of key new business wins
