Job Ref: 213698075

Date: 2021-05-07 09:39:13

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Job Summary

Exciting new opportunity for a newly defined role working within the Operations department. The job holder must possess confidence to challenge existing processes to identify improvements and be able to communicate effectively at all levels. The role has a customer centric focus where your key objective would be to ensure that we deliver the best possible customer experience of our product. You should be experienced in this area and identify areas of opportunities to ultimately improve the responsiveness of our communications, increase engagement with our customers and create clear strategic plans.

The successful candidate would have the opportunity to manage another person to help support in this mission. This would be a brand-new role too for which we would look to recruit to fill once we have identified the right candidate for this position.

This is a role that will evolve and develop in line with the successful candidate

Key responsibilities and accountabilities:

Leadership & Behaviours:

Show leadership qualities to drive change
Team player
Natural problem solver and collaborator
Approachable
Analytically minded
Adaptable and resilient
Strong communicator
Building rapport and relationships
Accountable

Responsibilities:

Build and implement a Customer Experience Strategy, working in conjunction with the Head of departments across the organisation

Map the end-to-end interactions/touchpoints our customers have with our products, and understand where we have opportunity to improve and add collective value
Oversee the hiring, and training of a customer experience team
Define and implement standard kpi performance updates and reviews for stages throughout the customer journey and procedures for ensuring optimal customer experience
Ensure that compliance and regulations are adhered to
Review our existing communication mediums through which customers can readily contact the company and recognise customer channel preferences
Ensure consistency in our messaging and identify where tailored messaging may be more appropriate by segmenting customers and audiences into meaningful groups
Ensure the action, we want the customer to do or takeaway from our communication is clear, and can be measured
Be responsible for the companies Trustpilot review function, responding, reporting, and ensuring we have optimised this integration for the maximum benefit, and it is fully optimised
Ensure our messaging is timely, effective, and efficiently delivered by the team
Schedule regular reviews and be responsible for keeping our communications accurate and appropriate and where necessary recommending they be updated, removed, or expanded
Lead training and deliver supporting material to drive change and evolution in customer experience
Ensure that the full lifecycle of the customer is catered for by reviewing the end-to-end customer journey
Keep abreast of wider market new initiatives and trends
Ability to review and pull insights from analytics and data
Implement change that anticipates, and addresses customer questions, needs, and complaints

Requirements:

3-5 years previous experience in customer experience role
Previous experience of managing another person/ small team
Experience in content creation
Experience with Trustpilot review integration
Proficient in Microsoft Office a must
Strong diplomacy, communication and influencing skills – excellent written / spoken English is essential.
Organised and excellent time management.
Attention to detail and accuracy of work
Commercial awareness
Financial services experience (not essential but would help)
Understanding or appreciation of SQL code (not essential but would help)
Customer focused, with previous experience working within a quality Customer Service role (within a technology company would be highly beneficial).
Proven ability to problem solve, work calmly under pressure and keep to deadlines.
Personable and a strong team player, with the ability to build rapport and collaborate well
The successful candidate will be a punctual and thorough worker, with astute attention to detail.
You might land the job if you have …

·        A track record in delivering an end to end Customer Experience approach

·        Proven experience in Customer Journey Mapping

·        Experience in Customer Journey Design that drives improved commercial decision making

·        Experience in managing a wide range of stakeholders and groups at all levels

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