The Head of Consumer and Customer Experience will play a vital role in driving the customer experience strategy for an esteemed energy and natural resources firm based in Leicester. This leadership position will focus on enhancing customer service standards and shaping the consumer experience journey.
Client Details
Our client is a prominent player in the energy and natural resources sector with a significant footprint in the UK. They are committed to delivering innovative solutions, driving sustainable practices, and offering superior customer service. They are headquartered in Leicester and operate across various regions.
Description
This excellent role is a senior leadership level position to own and develop the customer stratergy through their contact centre and beyond.
- Management of a busy B2C Contact Centre Operation, Sales and Retention teams and a team of CX experts
- Develop and implement customer experience strategies to elevate service standards
- Lead, coach, and manage the customer service team to ensure high performance
- Analyse customer feedback and market trends to inform decision making
- Drive initiatives to increase customer satisfaction and loyalty
- Collaborate with other departments to ensure a consistent customer experience
- Establish metrics to measure customer service effectiveness
- Ensure compliance with industry regulations and company policies
- Represent the company in industry events and customer forums
Profile
A successful Head of Consumer and Customer Experience should have:
- A proven record in leading customer service initiatives in the energy & natural resources sector or Telecommunications, Utilities or similar.
- Excellent contact centre, B2C with sales, complaints and CX leadership background
- Strong leadership skills and the ability to manage a diverse team
- Excellent problem-solving skills and a customer-centric approach
- Knowledge of customer service software and tools
- Strong communication skills and the ability to influence at all levels
Job Offer
- A competitive salary in the range of £80,500 - £85,500 per annum
- Car allowance as part of the benefits package
- 30% Bonus
- Opportunity to shape the customer experience in a leading energy and natural resources firm
- A supportive work environment that encourages professional growth
- Generous holiday leave
If you are a customer-centric leader passionate about shaping consumer experiences, this is an excellent opportunity to make your mark in a reputable Leicester-based business. Apply today to join our team and contribute to our vision.