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    Director of Inbound Customer Experience - London, United Kingdom - Quadient

    Quadient
    Quadient London, United Kingdom

    4 weeks ago

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    Description

    Connect with Quadient

    At Quadient, we're all about creating exceptional customer experiences. With a century of experience under our belt, we're constantly pushing boundaries in the world of customer communication solutions. Our team prides itself on the connections we build with our clients and each other, making Quadient the perfect place to advance your career and be part of our forward-thinking team.

    We're Hiring: Director of Inbound Customer Experience

    As the Director of Customer Experience for Quadient CE & UKI, your main focus will be on overseeing all Customer Interaction Centre operations. Your responsibilities include driving continuous improvement in customer experience, customer care, and workforce planning. Success in this role is gauged by enhancing customer experience and encouraging Digital Self-Service adoption. This position plays a vital role in shaping the company's operational targets and key business decisions.

    This role offers a hybrid work setup, based in our London office.

    Your Impact

    • Collaborate with senior management to develop strategic plans and ensure open communication across business units
    • Build and maintain customer relationships to enhance satisfaction levels
    • Drive quality performance and operational efficiency through continuous improvement initiatives
    • Provide strong leadership to empower team members and maximize revenue generation
    • Analyze and resolve technical and operational issues promptly
    • Manage performance metrics and ensure high customer satisfaction levels
    • Develop effective recruiting, training, and coaching programs
    • Foster a culture of diversity and inclusivity
    • Support career development and talent retention initiatives

    Your Profile

    • Bachelor's degree preferred
    • Minimum 5 years of Call Center management experience
    • Strong leadership and analytical skills
    • Proven experience in recruiting, training, and performance management
    • Ability to lead multi-disciplinary projects in a fast-paced environment

    Rewards & Benefits

    Flexible Work: Enjoy a hybrid work model for a balanced lifestyle.

    Endless Learning: Access global growth opportunities through our learning platform.

    Inclusive Community: Join diverse communities and engage in philanthropy activities.

    Comprehensive Rewards: Competitive Total Rewards package covering wellness and work/life balance.

    Caring for Wellbeing: Access our employee assistance program for mental health support.

    Be yourself at Quadient

    At Quadient, our values - Empowerment, Passion, Inspiration, and Community - drive us to be EPIC. We value diversity and individuality, making us a team with varied perspectives but a shared goal. Join us and become part of a caring community that embraces differences and values every voice.

    People. Connected.

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