Head of Customer Excellence

Venn Group

  • Cambridgeshire
  • £70,000-77,000 per year
  • Permanent
  • Full-time
  • 22 days ago
A position has arisen for a Head of Customer Excellence in Cambridgeshire.The role will be pivotal in transforming the customer service experience within the Finance sector. It involves crafting and executing a comprehensive strategy that aligns with the broader objectives of the re-imagining Professional Services initiative. The goal is to establish a seamless, modern service delivery framework that enhances user satisfaction and engagement.Responsibilities:
  • Formulate a comprehensive Customer Experience Strategy, encompassing all service lines to enhance transactional and advisory interactions.
  • Cultivate robust relationships with key stakeholders to gain insights into functional capabilities and diverse customer needs.
  • Promote the consistent application of customer excellence standards throughout the division, ensuring a seamless transition from the initial transformation to ongoing operations.
  • Establish and uphold a Customer Experience Framework, leveraging digital insights to create an integrated and superior user experience across various platforms.
  • Act as a champion for user-centric approaches for processes, implementing necessary tools and strategies to foster a culture of customer focus.
  • Facilitate the development and acceptance of a balanced Service Level Agreement framework, ensuring comprehensive service delivery and the establishment of performance and satisfaction metrics.
  • Implement strategies that foster cultural change, emphasizing the importance of the customer in business operations.
  • Establish a supportive framework for customer account management that aligns with the customer-first approach.
  • Monitor customer satisfaction diligently, address potential issues promptly, and celebrate achievements in service excellence.
  • Question and alter established organizational practices to advocate for a customer-focused shift in operations.
  • Develop a structured helpdesk system with clear issue resolution protocols, informed by performance analytics.
  • Commit to delivering customer-oriented results by making decisions based on insights and following through with action plans for continuous improvement.
Criteria:
  • Demonstrated ability to lead service delivery within large, complex organizations.
  • Skilled in digital transformation focused on enhancing customer experience, including journey mapping and agile methodologies.
  • Proven track record of fostering sustainable customer relationships and being recognized as a trusted industry professional.
  • Leadership experience in setting visions, directing teams, and motivating individuals to align with business objectives.
  • Essential change management capabilities, with a history of contributing to operational improvements and customer satisfaction.
  • Extensive background in navigating decentralized, multifaceted organizational structures and stakeholder landscapes.
They offer a comprehensive reward package to attract, motivate and retain high performing staff at all levels and in all areas of work including: Family leave entitlement, shopping and travel discount schemes, health and wellbeing benefits, generous annual leave and pension package.If this opportunity is of interest to you, please apply with your up-to-date CV now.Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.

Venn Group