Customer Experience Lead
- Job Type: Full-time
- Salary: UP TO £55k
- Upon successful training, hybrid working opportunity!
My client is currently recruiting for an exciting opportunity to be a part of launching a brand-new water company as a Customer Experience Lead.
This role is crucial in shaping the household customer experience and ensuring the business is recognised as a leader in the market. You will be responsible for leading customer engagement across web, apps, and traditional contact centres during an exciting period of growth.
Day to Day of the role:
- Benchmark the industry and define our customer service approach.
- Produce and maintain customer-facing policies and guidance.
- Take responsibility for onboarding new household customers, including account creation and securing payment information.
- Develop and deliver our social tariff application process and approach to debt recovery.
- Document and update systems with relevant information regarding procedures, processes, and policies.
- Engage in personal development to maintain and extend expertise relevant to the role.
- Provide feedback on risks, issues, and areas for improvement.
Required Skills & Qualifications:
- Experience managing public-facing customer service in a utility or similar industry is beneficial.
- Digital mindset with a balance of traditional communication skills.
- Ability to investigate issues objectively, find solutions, and resolve customer concerns.
- Strong communication skills to engage positively with consumer bodies and regulators.
- Innovative, keeping up to date with industry innovation and setting goals to improve customer service.
- Great attention to detail and a passion for numbers.
- Problem-solving skills and the ability to think on your feet.
- Motivated to achieve success and go above and beyond.
- Team player with a ‘play all in' attitude.
Benefits:
- Competitive salary package.
- Opportunity to shape the customer experience of a new market leader and build/be a part of the onboarding of a customer service team.
- Flexible working arrangements as the business grows.
Collaborative and innovative work environment