We are looking for a Customer Journey Lead to work with one of our clients based in Leeds. In this role you will be responsible for the full end-to-end customer journey, aiming to improve customer experience and satisfaction.
Ideally, we are looking for someone who has experience of managing the customer journey, reducing escalations and improving customer satisfaction. We are open to industry, as long as you have the right experience and share the company's values.
In this role, you will also be responsible for a small team of two. Management experience is not essential, however it would be an advantage.
Benefits include:
- Salary circa £33k
- Flexible working hours and a hybrid element after probationary period
- Healthcare
- Income protection
- Regular company events
- Free parking
- Light, modern office environment and friendly team
Main duties:
- Review existing customer journey and customer satisfaction data
- Suggest and implement improvements to reduce the volume of escalations
- Implement new systems and reports to track improvements to service levels
- Enhance customer engagement by taking ownership of the customer training initiative
- Conduct regular audits and assessments, driving quality and enhancing overall customer experience
Ideal experience:
- Significant experience of working within customer service
- Experience of implementing strategies which enhance customer satisfaction
- An understanding of customer needs and behaviours
- Strong attention to detail
- Excellent communication skills
- Management experience is desirable but not essential
If you are interested in this unique opportunity, apply today