Head of Customer Experience

60000.00 GBP Annual + Excellent
02 Jul 2017
29 Jul 2017
Contract Type
Full Time
USMAART Recruitment are searching for a Contact Centre Head of Customer Experience to improve the internal and External customer experience standards

As contact centre Head of Customer Experience here's a bit about what you'll be responsible for: -
  • Direct management and development of call centre Managers who manage the Quality and Complaints teams
  • Responsible for 50+ FTE
  • Significatn experience of managing tems who deal with thousands of customers every day
  • Educate, promote and engage the business in the true internal and external voice of the customer
  • Stay ahead of the curve with customer experience and travel technologies/trends
  • Ownership of all customer feedback channels - social media, Trustpilot, partner escalations, internal escalations and CSAT
  • Collate all relevant reporting into a clear format giving valuable insight into how our customers perceive our service and implement action plans/projects to drive continuous improvement and efficiency gains
  • Align all quality, complaint and customer feedback documentation and processes in line with COPC framework and our Customer Support Values
  • Full accountability of cost control and team budgets
  • Collaborate and form solid relationships with key departments

Qualities you must have: -

We are looking for a senior professional with global travel experience, an open mind and willingness to jump into a very dynamic and Business.
  • Call/Contact centre experience as a Head of Customer Experience
  • Solid customer experience exposure from a travel background and on a global scale
  • Ability to come up with solid data reporting models and draw action plans based on them
  • Experienced people manager (teams of 50+) and natural leader
  • Process and detail oriented, analytical thinking
  • Independent, reliable, self-organized, and skilled in negotiations
  • Dynamic and forward thinking individual who can bring new ideas

How to apply: -
If this is of interest please respond with current package details, a summary of your specific match to the Candidate Profile above & an up to date CV which clearly demonstrates your match to our client's requirements.