Head of Customer Experience
My client is seeking an experienced head of housing maintenance to work alongside the head of customer service, as well as implement, strategic initiatives, translating them into achievable business plans.
The role will be to take responsibility for the successful delivery of the customer service strategy for the Contact Centre within this multinational contractor based in West London. This will involve Building and maintaining relationships with internal and external customers to ensure an integrated approach to customer service delivery.
You will also be tasked with developing and co-ordinating the first point of contact with the customer, either face to face, by telephone or in writing, which conveys a professional image and meets customer care objectives as well as managing compliments and complaints, ensuring that compliments and complaints are recorded in-line with processes and standards.
The successful candidate will have experience in:
· Leading on the set-up of a contact centre during the mobilisation phase.
· Leading, developing and supporting the contact centre staff to deliver excellent customer services
· Managing contact centre staff and all associated processes
· Ensuring contact centre performance is in line with agreed performance measures.
Only successful applicants will be contacted
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