Head of Customer Experience in Coventry

PURPOSE SUMMARY The Head of Customer Experience will lead by example, delivering a professional and proactive customer experience that maximises customer satisfaction and retention, minimises conduct risk through effective management of the function.

Location Coventry (3 days a week and with the expectation to travel to Botanica on a regular basis)

Salary £60-£75k based on experience

Bonus 12.5% AIP

PRINCIPAL ACCOUNTABILITIES

• Service Delivery & Operational Excellence Drive performance to ensure that a high quality of service is provided at all times. Promoting new business opportunities in renewals and positively impacting margin for Leasys whilst maintaining company service level objectives. Meeting the operational needs of the business through the implementation of robust processes and policies, which ensure that the client needs are respected and delivered. Manage and monitor the contract in‑life requirements of our Key Account customers, ensuring that SLA’s are achieved, and a quality service is provided at all times.
• Leadership, People & Stakeholder Management Motivate and manage a large team to deliver business results through clear communication, performance management and coaching. Review and implement effective internal controls and management reporting to ensure compliance with internal procedures, policies, and regulatory bodies. Manage customer complaints and expressions of dissatisfaction within regulatory requirements and timings. Review and report route cause analysis of complaints to enable improved processes and better customer outcomes across the business. Implement the quality framework that measures staff performance and identifies staff development and training needs as well as highlighting process improvement requirements; coach and manage performance to ensure quality standards are met. Business owner of the relationship with key suppliers for delivery of fines management, V5 management and vehicle regulatory requirements as well as suppliers responsible for in‑life customer support functions to include driver line management; performance is to be monitored and managed against clearly defined and contractual SLAs.
• Performance, Improvement & Strategic Delivery Assist in creating a culture of innovation within the team to ensure continual improvement in service delivery, whilst remaining competitive in the marketplace in terms of the services provided, to ensure customer satisfaction and customer retention. Deliver the results for the centrally monitored survey measuring customer feedback and scores given, confirming resolution of customers with dissatisfaction and actions taken. Developing operational capabilities to meet the requirements of growth priority customers (eg. Corporate and Public Sector) as well as delivering a seamless customer experience. Own the end to end Customer journey for the business, defining all touch points and ensuring the customer requirements are met, whilst achieving regulatory compliance in all cases. Carry out personal development plans and regular 121 meetings with the Customer Service management team to progress performance against objectives and regulatory/audit requirements. Reconciliation of all goodwill payments processed by the team to monitor financial impact and authorisation. Oversee the management of the F2ML run‑off team to ensure quality and regulatory compliance whilst optimising efficiency.

PERFORMANCE MEASURES

• To hit all Customer Service objectives across 2 portfolios – Leasys and F2ML run‑off
• To achieve the NPS objective for both portfolios
• Present all results to the SMT in the Customer Focus and Quality Committee
• Embed strong process across the department, incorporating quality checks and first‐level control, to ensure compliance with regulatory requirements
• Present all relevant results to the Central Executive Committee

ABILITY AND SKILLS PROFILE

• Excellent communication skills
• Exceptional numeracy skills
• Creative mind-set
• A well organised approach with good attention to detail and ability to work to tight deadlines
• Good analytical skills

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS

• Experience in Customer Experience and / or Operational roles is essential.
• Experience in the Contract Hire and the Leasing industry is desirable.
• A valid current driving licence

IT SKILLS PROFILE

• Experience in working with Salesforce
• Excel, pivot tables.