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- Tasks: Lead customer experience strategy and enhance service processes for top-tier clients.
- Company: Join Chris Lewis Group, a leading Fire and Security and Smart Home company.
- Benefits: Enjoy increasing annual leave, pension contributions, and ongoing training opportunities.
- Why this job: Make a real impact on customer satisfaction and drive innovation in service delivery.
- Qualifications: Strong communication, organisational skills, and experience in customer service or HR.
- Other info: Dynamic role with opportunities for career progression and personal development.
The predicted salary is between 36000 - 60000 £ per year.
The Chris Lewis Group is the independent Fire and Security and Smart Home company in the region. We offer our clients the very best technology solutions available. We work for prestigious clients like the University of Oxford, Royal Palaces and County Councils.
We have an excellent opportunity for an experienced HR & Office Co-ordinator to join our team. This role will provide full administrative support to the business and will report to the Head of HR. Experience previously in an engineering environment would be an advantage.
The successful candidate will be a customer-focused team player with strong communication and organisational skills. Attention to detail is key and the successful candidate will enjoy the variety this role offers, have strong system skills and ideally wish to pursue a career in HR. We value staff progression, provide regular training and encourage and support self-learning opportunities.
What are we expecting from you?
- Embedding board level strategy for customer service to drive continuous improvement and consistency of process.
- Embrace and implement new technology to improve efficiency and client experience.
- Monitoring and management of KPIs including improvement to response times, attrition, NPS etc.
- Focus on planning to work with the Head of Engineering on improving engineer productivity and utilisation.
- Ensure compliance to NSI regulations for response times and maintenance visits.
- Managing regular training requirements for customer experience, new processes and technology implementation.
- Manage all customer complaints and escalation to ensure the customer service team is resolving these to the customers and companies satisfaction.
- Monitor and manage the maintenance renewal process and cancellations. Targeting net contract customer growth through pricing reviews, reducing attrition, cross selling and referrals.
- Strong IT skills and experience with Excel and other CRMs is important.
- Deal with feedback from engineers, this may be problems with quality of equipment we are using, the operational side within the business, issues with other engineers/customers or any other problems they are facing day to day and put measures into place to rectify this where possible.
- Update HR System with training records, plant and reviews alongside Head of HR.
Why Work for Chris Lewis?
- Annual leave increasing with service, plus bank holidays.
- Auto Enrolment Pension with contribution.
Head of Customer Experience and Service in Oxford employer: Chris Lewis Group
Contact Detail:
Chris Lewis Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience and Service in Oxford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to the Chris Lewis Group. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your achievements in customer experience and service. This will help you stand out during interviews and showcase your expertise.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on how your experience aligns with the role's requirements, especially around KPIs and customer satisfaction.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Chris Lewis team and ready to embrace their values.
We think you need these skills to ace Head of Customer Experience and Service in Oxford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Experience and Service role. Highlight your customer-focused experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer experience and how your background aligns with our goals. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to drive improvement and efficiency. Use metrics where possible to show how you've made a difference in previous roles – we’re all about results!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. Don’t miss out!
How to prepare for a job interview at Chris Lewis Group
✨Know the Company Inside Out
Before your interview, make sure you research The Chris Lewis Group thoroughly. Understand their services, clients, and recent projects. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Focus
As a Head of Customer Experience and Service, it's crucial to demonstrate your customer-centric mindset. Prepare examples from your past experiences where you've successfully improved customer satisfaction or resolved complaints. This will highlight your ability to align with the company's values.
✨Prepare for KPI Discussions
Since the role involves monitoring KPIs, be ready to discuss how you've managed similar metrics in previous positions. Bring specific examples of how you've improved response times or customer retention rates, as this will showcase your analytical skills and strategic thinking.
✨Embrace Technology Talk
The job requires embracing new technology to enhance efficiency. Brush up on the latest tools and systems relevant to customer experience management. Be prepared to discuss how you've implemented technology solutions in the past and the impact they had on service delivery.
