We are working with a leading Housing Provider based in South East London looking to bring a Customer Experience Manager on a part time basis (3 days per week) to cover a one year secondment.
Main duties will include leading three distinct teams including General Enquiries Contact Centre, Complaints and Learning Team and Front of House to ensure all agreed targets are met.
You will lead on on the implementation of "Aiming Higher" A Customer Excellence Strategy, integrating this into service delivery in the form of the Mary Gober approach.
The right applicant will take responsibility for providing all KPIs related to a General Enquiries contact centre, Front of House,complaints, compliments, MP & Councillor enquiries within agreed timescales; highlighting the reasons for any exceptions in performance.
You will work with the Performance & Quality Team to ensure the right targets and measures are in place for the teams. Identifying the right key performance indicators for team and individual performance, whilst understanding the impact of each measure on culture.
You will ensure the contact centre is used to its full potential in capturing customer interactions for the purposes of Customer Experience transformation. Work with the Customer Insight function to ensure that the client constantly review CX for both contact centre and all forms of feedback, such as complaints and satisfaction surveys.
This is a great company to for with a market leading team in place and will provide an excellent platform to further your CX experience
- Customer Experience
- Service Delivery