Head of Customer Experience

Employer
Michael Page Sales
Location
Scotland, Aberdeenshire, Inverurie
Salary
Competitive
Closing date
28 Oct 2020

View more

Business Sector
Food & Drink
Function
Customer Services
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Set, deliver and manage a customer contact strategy across all platforms. Develop and deliver an omnichannel plan to ensure that the call centre stays at the front of new developments in all customer interactions.

Client Details

My retained client are a market leading meat producer.

Description

Set, deliver and manage a customer contact strategy across all platforms:

Purpose
  • Customer - Strategically developing our customer channel offering across all channels and platforms and lead a team to deliver
  • Design and deliver Customer tone of voice across all channels.
  • Designing and delivering industry standard Key Performance indicators including, Customer Satisfaction, platform delivery service levels, people engagement
  • Technology - Lead on customer technology delivering customer channels focussed on new customer contact methods - eg; self serve, chatbots


Accountabilities
  • Develop and deliver an omnichannel plan to ensure that the call centre stays at the front of new developments in all customer interactions. As customers expect to be able to talk to businesses through the same channels, they talk to everyone else i.e voice, mail, chat, text message, social, and video.
  • Effective leadership of the management team to ensure both they and their teams deliver the highest level of customer service to all customers.
  • Working with the Contact Centre managers to analyse statistics and other data to determine the level of customer service being provided.
  • Regularly present progress and performance data at LT, SLT and board level.
  • Ensure the management of processes, risks, compliance, GDPR and other regulatory control frameworks to include robust quality controls and a quality focused culture.
  • Identify opportunities for service and operational enhancements through constant review of process effectiveness and working both within the Contact Centre and across the business to implement changes which improve customer experience and efficiency.
  • Drive and enhance our customer centric culture, ensuring that everyone is focused on putting the customer at the core of what we do.
  • Contribute to and encourage a culture of cross functional working, with our customers in mind, so that we can, as a business ,deliver the ideal end to end experience.
  • Closely monitor customer feedback to continually look for ways to build and improve our customer experience.
  • Responsible for managing and motivating the team to ensure personal and business development objectives are achieved through effective communication, the delivery of key business messages, coaching, training and performance management
  • Setting and achieving the functional KPIs for the team, managing labour forecasts and budgets in accordance with the agreed processes and targets.
  • Review the relevant KPIs against agreed targets, put in place remedial action to ensure they are met and make recommendations for change and improvement.


Profile

Applicants should meet the following criteria:-
  • Ideally educated to degree level or equivalent.
  • Obtained or studying towards Management level qualification.
  • Previous experience of managing a customer services team / contact centre environment or extensive customer services experience is essential.
  • The ability to translate the needs of the business to an excellent customer experience.
  • Experience of managing budgets and / or resource.
  • Evidence of building and managing effective stakeholder and peer relationships.
  • Proven success in leadership and service management.
  • Experience in delivering continuous improvement programmes embracing technology and process re-engineering to provide better customer service, speed up and simplify the business.
  • Experience of coaching and mentoring team members.
  • Exceptional verbal and written communications skills including managing difficult conversations.
  • Listening skills, to understand exactly what customers require.
  • Confidence, patience, courtesy, tact and diplomacy, when dealing with difficult situations.
  • Change management skills to deliver the standards that we require.
  • The ability to work under pressure.
  • Excellent problem solving and creative thinking skills.
  • The ability to motivate, supervise and lead the team.
  • Proven experience in building strong working relationships, good stakeholder management skills and experience of cross team working
  • Thorough understanding of customer review platforms.
  • Strong computer literacy - especially in Word, Excel, Powerpoint and Outlook.
  • Technical acumen around the telephony and systems used in Contact Centre sales.
  • Willing and keen to learn
  • Role model behaviour's in line with the Company's values
  • An interest OR even passion for food is desirable
  • Act as an ambassador for company
  • Driven by a desire to produce excellent work, both individually and as part of a highly motivated team
  • The ability to work in a dynamic company that is going through an exciting transition, to promote the changes and be instrumental in future successes for the team and the wider company.


Job Offer

Competitive

Michael Page Sales UK is a leading professional recruitment consultancy covering permanent, interim and contract recruitment. We have UK wide coverage with ten offices located in London, Weybridge, Reading, Birmingham, Bristol, Leicester, St Albans, Manchester, Leeds and Glasgow. The core markets we serve are Consumer, Business Services, Media, IT/Telco, Financial Services, Healthcare and Technical Sales, with a dedicated person or team in each location specialising in each of these sectors. The clients we work with are as diverse as the candidates we represent; from Blue Chips to SMEs, and Sales Execs to Sales Directors. Our Consultants are typically from relevant sales backgrounds giving first hand experience of the roles we recruit for. We pride ourselves on delivering unrivalled service levels to our candidates and our clients, our track record of success over the past 20 years means we stand out.

Within our Consumer Sales Division we have consultants within each of the 10 offices who dedicate themselves to this sector and no other. Our specialist capability is demonstrated further as we focus on sub sectors such as food, drink, household, foodservice, consumer electronics, apparel, health & beauty, consumer healthcare, pet and sports. Some of our key clients include Colgate, Beiersdorf, Dr Oetker, Johnson & Johnson, Matthew Clark, PZ Cussons, Kellogg’s, 2 Sisters, Samsung, Seven Seas, Twinings, Unilever, Reckitt Benckiser, SC Johnson, Warburtons, InBev, Kettle Chips, Hallmark, Luxottica, McCain, Britvic, General Mills, and Molson Coors to name but a few!

Michael Page Sales UK is part of Michael Page International with operations in the UK, Continental Europe, Asia-Pacific and the Americas. As well as looking for high quality candidates for our clients, we are also always looking for top talent to work for us

Join in the discussion in our LinkedIn group Michael Page Sales - UK

 

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