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For Companies At a Glance
- Tasks: Lead and inspire a team to enhance customer experience across various channels.
- Company: Join a forward-thinking company focused on delivering exceptional customer service.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Shape the future of customer experience while driving innovation and efficiency.
- Qualifications: Proven leadership in customer experience and contact centre management required.
- Other info: Be part of a dynamic team dedicated to continuous improvement and customer satisfaction.
The predicted salary is between 48000 - 72000 £ per year.
We are looking for an experienced Head of the Customer Experience. You are tasked with shaping the future of the Customer Experience & Journey, being committed to delivering a great customer contact experience through a variety of customer contact channels, which might include Phone, Email, Web/Live Chat (supporting the future proofing of the business technology-wise). Hybrid (3/2 split) working from the client's Staffordshire site, managing 40-60+ FTE (customer service, CEX, product support & after sales support).
The Leadership role will ensure that customers receive a professional and consistently high-quality service, helping to resolve service enquiries. In addition, the role holder will set and deliver the CEX strategy for improving the contact proposition, improve the efficiency of customer contact handling whilst also driving the business through emerging technology.
Core Duties/Responsibilities
- Reporting to the Operations Director, the role includes line responsibility for all Contact Centre, After sales & Complaint handling.
- Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
- Will have a focus on driving improvements in call handling times.
- Support the strategy for the development of the contact centre, staying abreast of new practices and technologies.
- Lead and embed the change to new customer service & CEX systems.
- Lead, inspire and coordinate the Customer Experience management team at all levels to create motivated and engaged colleagues.
- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce complaints.
- You are responsible for the recruitment, training, induction and coaching strategy across customer contact.
- Work closely with other teams including HR, L&D and Training delivery teams, taking full responsibility for the ongoing development at all levels of your contact centre.
- Review and define clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation.
- Applying your experience with best practice, develop continuous improvement plans and make recommendations based upon employee and customer insight.
- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies to create a cost-effective operation consistently achieving contact handling SLAs.
- Deliver cost efficiencies and increases in Customer Satisfaction Scores.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Skills, Capabilities and Attributes
- Proven ability to inspire and energise your CEX teams.
- Previous experience heading up a successful Contact centre CEX/ CS business.
- Demonstrates a proactive and results-driven approach to driving productivity & success.
- Effective in managing change and fostering innovation for the development of the business.
- Excellent problem-solving capabilities.
- Experience in restructuring and upskilling teams to meet strategic business objectives.
- Track record of improving team efficiency and effectiveness.
- Skilled in driving continuous improvements.
Head of Customer Experience employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and technology. Being knowledgeable about emerging tools and practices will not only help you in interviews but also show that you're proactive and committed to driving improvements in customer service.
✨Tip Number 2
Network with professionals in the customer experience field. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals. This can give you an edge when applying for the Head of Customer Experience role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams and improved customer satisfaction in previous roles. Highlighting your leadership skills and results-driven approach will resonate well with the hiring team.
✨Tip Number 4
Research StudySmarter's current customer experience strategies and challenges. Tailoring your discussions around how you can contribute to their specific goals will demonstrate your genuine interest in the role and the company.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience and contact centre management. Use specific examples that demonstrate your ability to lead teams, improve efficiency, and drive customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that outlines your vision for the customer experience role. Discuss how your previous experiences align with the responsibilities listed in the job description, particularly your approach to managing change and fostering innovation.
Highlight Leadership Skills: Emphasise your leadership capabilities in both your CV and cover letter. Provide examples of how you have inspired and energised teams in the past, and how you plan to do the same in this role.
Showcase Problem-Solving Abilities: Include specific instances where you successfully resolved complex issues within a customer service environment. This will demonstrate your problem-solving skills and your proactive approach to improving customer interactions.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll need to demonstrate your ability to inspire and energise teams. Prepare examples from your past experiences where you've successfully led a team through change or improved performance.
✨Understand the Customer Journey
Familiarise yourself with the customer journey and be ready to discuss how you would enhance it. Think about specific strategies you've implemented in previous roles that improved customer satisfaction and reduced complaints.
✨Be Tech-Savvy
Since the role involves driving improvements through emerging technology, be prepared to discuss your experience with new tools and systems. Highlight any successful implementations you've led and how they benefited the customer experience.
✨Prepare for Change Management Questions
Expect questions about managing change and fostering innovation. Have concrete examples ready that illustrate your proactive approach to overcoming challenges and implementing continuous improvement plans.
