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- Tasks: Lead Customer Services and Telesales teams to enhance customer experience and drive sales growth.
- Company: Join a dynamic company focused on delivering exceptional customer service.
- Benefits: Competitive salary, career development opportunities, and a vibrant work culture.
- Other info: Opportunity to work in a collaborative environment with a focus on continuous improvement.
- Why this job: Shape customer interactions and make a real impact on business success.
- Qualifications: Proven leadership skills and experience in customer service or sales.
The predicted salary is between 60000 - 80000 £ per year.
The Head of Customer Experience will lead the Customer Services and Internal Sales (Telesales) teams, ensuring a high standard of service while driving sales growth. This role is responsible for improving how we serve customers, strengthening internal processes, and maximising value from every customer interaction. Working closely with the Sales Leadership, the role will help shape strategy, improve performance, and deliver both customer satisfaction and commercial results.
PRINCIPAL RESPONSIBILITIES
- Leadership & Direction
- Lead and develop the Customer Services and Internal Sales teams.
- Set clear objectives aligned to the wider sales strategy.
- Work closely with Sales, Operations, and Purchasing to support business growth.
- Customer Experience
- Ensure all customer interactions (orders, queries, complaints) are handled efficiently and professionally.
- Maintain high service standards across the business.
- Track and improve key metrics such as response times, service levels, and customer satisfaction.
- Lead the telesales function to drive account growth and new business.
- Ensure strong follow-up on enquiries, accurate quoting, and high conversion rates.
- Implement targeted call campaigns to grow key accounts.
- Monitor performance, pipeline, and forecasts to deliver against targets.
- Take ownership of telesales revenue and margin performance.
- Team Development
- Recruit, train, and coach team members.
- Set clear targets and manage performance.
- Build a culture of accountability, energy, and continuous improvement.
- Operations & Process
- Improve systems and processes to increase efficiency.
- Work cross-functionally to ensure a smooth customer journey.
- Provide regular updates to the Sales & Operational Leadership on performance, risks, and opportunities.
This position does have line management responsibility.
Head of Customer Experience in Biggleswade employer: Zeus Packaging
Contact Detail:
Zeus Packaging Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Biggleswade
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for the team too. Tailor your answers to reflect how you can enhance their customer experience!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We can’t stress enough how important it is to articulate your thoughts clearly and confidently when discussing your leadership style and customer service strategies.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. We recommend mentioning something specific from your conversation to remind them why you’re the best fit for the Head of Customer Experience role.
We think you need these skills to ace Head of Customer Experience in Biggleswade
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Experience role. Highlight your leadership experience and any achievements in customer service or sales growth. We want to see how you can drive results!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer experiences and how your skills align with our goals. Keep it engaging and personal – we love a good story!
Showcase Relevant Metrics: When detailing your past roles, include specific metrics that demonstrate your success in customer service and sales. Whether it's improved response times or increased conversion rates, numbers speak volumes to us!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Zeus Packaging
✨Know Your Customer Experience
Before the interview, dive deep into the company's customer service philosophy. Understand their current processes and think about how you can enhance them. Be ready to discuss specific strategies you've implemented in the past that improved customer satisfaction.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to set clear objectives and drive performance. Think about times when you’ve built a culture of accountability and continuous improvement within your team.
✨Metrics Matter
Familiarise yourself with key performance indicators relevant to customer experience and telesales. Be prepared to discuss how you've tracked and improved metrics like response times and conversion rates in previous roles. This shows you understand the importance of data in driving success.
✨Cross-Functional Collaboration
Think about your experiences working with different departments, such as Sales and Operations. Be ready to share examples of how you’ve improved processes through collaboration. This will demonstrate your ability to ensure a smooth customer journey across the business.