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Head of Customer Excellence
England, Warwickshire, Kenilworth - £50,000 - £55,000 per annum

Posted: 14/03/24

We are pleased to assist a highly valued client with their recruitment for this new created role of Head of Customer Excellence.
Excellent opportunity to join a long-standing organisation and the company who highly promotes wellbeing of their employee's in a respectful and harmonious working environment.
Excellent benefits including hybrid working 3 days from home, due to location own transport essential.
The role is responsible for 6 employees and the purpose of the role is to maximise customer loyalty of sales and customer service.
To ensure that customers receive an exemplary level of service, generating high net promoter score and increasing sales, this will be achieved by:
* Proactive account management - stratified by account type
* Reactive customer service team, dealing with issues within agreed SLA and identifying development opportunities for the business
* Lead on our Customer First value within the business

To ensure that our customised awards grow in line with Board expectations and that these customers also feel they receive exemplary service, this will be achieved by:
* Proactively following up all the identified leads from Head of Industry targeting current market gaps
* Reactively responding to incoming enquiries and ensuring the adequate quality assurance process is applied
* Carry out random quality visits to ensure our customised centres are delivering quality products

To respond pro-actively to customer feedback and complaints this is achieved by:
* Responding to all complaints in line with policy
* Responding to any comments on online platforms such as Trust Pilot
Analysing the underlying causes to identify trends

Essential Knowledge/Skills
* Clear understanding of customer metrics and how they drive performance and improvement
* Excellent written and verbal communication
* Understanding of the product portfolio (training provided)
* Understanding of the customer online ordering system and processes (training provided)
* Understanding of the requirements of ISO and
* Ability to negotiate and manage stakeholders
* Ability to use Word and Excel at intermediate level or above
* Ability to manage a hybrid team, prioritise and delegate tasks.

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