Head of Customer Excellence
Lantra House, Kenilworth, Warwickshire, CV8 2LG (with hybrid working and occasional travel)
The Company
Lantra is a leading awarding body for land-based industries in both the UK and the Republic of Ireland. We develop quality training courses and nationally recognised qualifications that are delivered through a national network of training Provider Partners.
Working with a range of partners to promote the opportunities within the sector to an increasingly diverse audience, our training and qualifications are delivered to more than 116,000 learners each year across the UK. We work with businesses and other stakeholders to create innovative solutions to skills challenges.
Now, as we go through an exciting period of growth, we are looking for a Head of Customer Excellence to join our team on a full-time, permanent basis.
The Benefits
- Salary of £50,000 per annum
- 25 days' annual leave, increasing with service
- Defined Contributory pension scheme or pension auto enrolment scheme
- Employee assistant scheme
- Perkbox - employee benefits and wellbeing platform
- Medical cash plans
- Enhanced maternity and adoption pay
- Rewards for length of service
- Health and wellbeing events and initiatives
- Free voluntary day
- Employee rewards
- Free parking
- Free drinks
This is an outstanding opportunity for a commercially focused, strategic level leader with a track record of creating customer strategies that add value to join our leading organisation.
You will make a key impact as the driving force behind our commitment to providing an exemplary level of service, playing a pivotal role in expanding our offerings and customer base.
You will also find that we have clear direction from our expert Board of Trustees and a critical mission to support the UK and Ireland's land-based industries, meaning that you can rest assured that we know where we are going and, with your help, how we can get there.
So, if you're ready to lead a team of dedicated professionals and drive success and innovation across our organisation, then apply today!
The Role
As our Head of Customer Excellence, you will drive customer loyalty through outstanding service in order to enhance sales of our technical awards and qualifications.
Developing and implementing a comprehensive customer service strategy to ensure our customers receive an exemplary level of service, you will develop good practice and excellence amongst the customer service team.
Specifically, you will manage the National Account Manager, the Customer Service Team of three, the Customised Awards Manager and the Customised Awards Executive.
Driving proactive account management for awards customers, you will make sure that our team is reactive and deals with issues within SLA whilst identifying development opportunities for each customer.
You will ensure the team grow our customised awards by following up on leads within current market gaps and responding to inbound enquiries, ensuring quality processes are applied.
Additionally, you will:
- Respond to feedback and complaints received directly or via TrustPilot
- Analyse the cause of issues and identify trends
- Carry out quality spot-checks on customised award centres
- Take the lead on our 'Customer First' value
About You
To be considered as our Head of Customer Excellence, you will need:
- Experience developing and implementing a customer strategy that adds demonstrable value to the business
- Experience overseeing accounts
- Experience leading a team including motivating and reviewing performance
- Experience managing a budget
- A clear understanding of customer metrics and how they drive performance and improvement
- An understanding of ISO and GDPR
- To be commercially focused
- To be a strategic thinker
- Excellent communication skills
- Strong consultative people-management skills
- Management development training
- A full, valid driving licence and access to a vehicle (due to our office location)
Other organisations may call this role Head of Customer Service, Head of Customer Experience, Customer Service Lead, Head of Customer Care, Head of Customer Relations, or Head of Customer Success.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore if you are interested please submit your application as early as possible.
Webrecruit and Lantra are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
So, if you're ready to take on a leading role as a Head of Customer Excellence, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.