Customer Experience Leader

SUMMARY:
We are assisting our client in recruiting for an experienced and dynamic Customer experience leader.

POSITION INFO:
If you have experience in delivering operational and commercial performance metrics across the business and successfully run the management of Team Managers -delivering revenue, gross margin and reached while driving and developing an effective culture than this role is for you

Essential Requirements:

• Minimum 12 months of management experience within retail customer service environment across multiple channels of work (email, live, chat, calls)
• Contact centre operational management and strategic planning experience
• Effective leadership through team building , development and a strong coaching culture
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to create dynamic and highly performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience within an operations role and managing varying team sizes

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and client reports
• Compile commission reports