Head of Customer Experience - Luton, United Kingdom - Cawleys

Cawleys

Verified Company

Luton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

At Cawleys we believe our success begins and ends with our people.

Investing in our employees is a key priority for us, as well as our commitment to ensuring the customer experience with Cawleys is professional and effective.

To this end, we have developed a new role as Head of Customer Experience to complement our existing team.

This is an exciting opportunity to forge your own path in developing our customer satisfaction, loyalty and retention by ensuring that the Customer Service and Commercial Support teams deliver exceptional service and support at every touch point.

A key focus will be to identify growth opportunities within the business through upselling and cross selling all our services to customers who are not using them currently.

You will be responsible for the design and implementation of the customer experience strategy and will work closely across all department to ensure the strategy is realised.

This role sits within the Senior Management Team and reports to the Managing Director and will be pivotal in the continued success of Cawleys.

You will lead two teams within the business, Customer Service and Commercial Support, you will be able to develop strong and effective working relationships across the business but predominantly with transport who have the most customer interaction daily.

You will assist and support on handling complaints and addressing customer concerns in a timely and professional manner, striving to resolve issues to customers satisfaction.

You will be given the scope to improve on existing processes for the betterment of the customer experience and will need to take your team with you with any changes.

You will have experience in a similar role, you will be a strong leader able to motivate and build the skillset with your team.

You will have a keen eye for detail and be able to interrogate data to draw conclusions and implement required changes.

You will have a data-driven mindset and an aptitude for technology as well as experience in coaching and training staff.

A knowledge of the Waste Industry is an advantage but not essential.

In return for these attributes, we offer a competitive basic salary, a company car or car allowance and the ability to help shape our future.

In addition, Cawleys offer a pension scheme, life assurance scheme, discounts platform, annual leave allowance of
25 days (excluding bank holidays) and a commitment to personal development.