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- Tasks: Lead customer experience strategy and drive continuous improvement in service delivery.
- Company: Join Chris Lewis Group, a leading Fire and Security and Smart Home company.
- Benefits: Attractive salary, increasing annual leave, pension contributions, and recognition rewards.
- Other info: Dynamic role with opportunities for training and career progression.
- Why this job: Make a real impact on customer satisfaction and embrace innovative technology.
- Qualifications: Strong communication, organisational skills, and IT proficiency, ideally with HR aspirations.
The predicted salary is between 50000 - 65000 £ 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, addressing problems with quality of equipment, operational issues, or any other challenges they face 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?
- Attractive Salary
- Annual leave increasing with service, plus bank holidays
- Auto Enrolment Pension with contribution
- Reward and Recognition Platform
Head of Customer Experience and Service employer: The Chris Lewis Group
Contact Detail:
The Chris Lewis Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience and Service
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in customer service. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Showcase your skills during interviews! Bring examples of how you've improved customer experience or handled complaints effectively. Use metrics to back up your achievements – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Head of Customer Experience and Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Experience and Service role. Highlight your customer-focused approach and any relevant experience in engineering or technology solutions.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've driven customer service improvements and embraced new technologies in previous roles.
Showcase Your Communication Skills: Since strong communication is key, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website: We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and you’ll have access to all the latest updates about the role.
How to prepare for a job interview at The 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 show your interest but also help you tailor your answers to align with their values and goals.
✨Showcase Your Customer Focus
As the 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. Highlight your communication skills and how they contributed to positive outcomes.
✨Be Ready to Discuss KPIs
Familiarise yourself with key performance indicators relevant to customer service. Be prepared to discuss how you've monitored and improved KPIs in previous roles. This could include response times, attrition rates, or customer feedback metrics. Showing that you understand these metrics will impress the interviewers.
✨Embrace Technology
The role involves implementing new technology to enhance efficiency. Be ready to talk about any tech tools or systems you've used in the past, especially CRMs and Excel. Share specific instances where technology helped you streamline processes or improve customer interactions.