Head of Customer Experience in Manchester, Greater Manchester, United Kingdom
Manchester, Greater Manchester, United Kingdom |
Salary not specified |
Permanent
Head of Customer Experience
Manchester
Are you a customer experience / services professional looking to advance your career?
Ford and Stanley - the rail recruitment experts are working with a rail operator based in Manchester to recruit a Head of Customer Experience to lead and develop their business in this area.
Key Responsibilities:
- Develop Customer Experience strategy
- Continually assess and evaluate the suitability of the CRM and ensure latest best practice is adopted within the team
- Ensure contractual requirements for customer contact centre are delivered
- Train and motivate customer contact centre team, ensuring highest quality focus on delivering first class customer service
- Communicate on matters of customer experience in a wide variety of different forums and with individuals and groups with different experience levels.
- Manage contract centre teams to ensure delivery of business requirements and build an effective team
- Manage Customer Information Manager and develop Information Officers teams
- Work with Heads of Roles in achieving service delivery targets
- Ensure successful delivery of contractual obligations relating to customer contact centre
- Advise Board on industry best practice and constantly develop best practice initiatives.
Candidates should have a strong background in a customer focused area as well as an ability to think strategically. Membership of IOCS is desirable, as is a Degree, although candidates without will be considered.
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