Customer Experience Strategy & Communications Manager

Job Description

Changing the way people think about wasteAt Biffa, we love working with waste. Whether were turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. Its a view thats sharedby our 9,500+ people around the country, who trust us to provide them with a career thats always rewarding, often challenging, but never dull. And its why were the UKs No. 1 choice for business waste management.A quick look at the roleThe Customer Experience Strategy & Communications Manager plays a pivotal part within the Customer Experience team, supporting the Operational Process and Quality Manager to embed the customer experience strategy and communication frameworkthroughout the business. You will represent the voice of the customer across Biffa, ensuring projects, programmes and BAU/policy decisions consider the customer impact, balancing the needs of customer with commercial, operational, people and cost impacts.The role is pivotal to enhance customer-centric projects and improvement initiatives within the CS/CX Division and beyond, sharing knowledge and experience accordingly and ensuring the customer and how we communicate with them is considered throughout. Itwill involve leading engagement activity to drive customer focus across all areas of the business to ensure buy in and understanding of requirements at every level.*** This is a home based role with occasional travel to our offices in Aylesbury, High Wycombe and Barlborough. Candidates must be UK based ***Why its an opportunity not to be wasted.

• Support the Operational Process and Quality Manager in shaping and delivering the Biffa CX strategy, advocating the customer cause across the business, and engaging customer champions in all activities
• CX subject matter expert in Division-wide projects, sharing knowledge and voice of customer viewpoints to ensure the needs of CX are included, from requirement gathering through to implementation
• Design and deliver cross-functional engagement activities to continue to bring the organisation closer to the customer and ensure widespread adoption of our customer strategy
• Work with the CX Insights and Data and Business Improvement Teams, analyse customer satisfaction findings for key touchpoints and use this insight to continually identify opportunities to improve the customer experience.
• Build strong stakeholder relationships across the business to be able to effectively story-tell whats happening in regard to CX and CX improvement within their business area and beyond.
• Work closely with Marketing colleagues to ensure a consistent approach, use of communication tools and ensuring adherence to Brand guidelines, also acting as the CX representative on Marketing initiatives where required.
• Work with the CS/CX leadership team, prioritise CX initiatives, in line with governance guidelines and feed into wider CX project requirements
• Own and manage CS/CX customer content on portals, website and social media channels.
• Work with the CX/CS teams to measure compliance and performance in written communications - align, drive standardisation, create clarity and improve and ensure templates for customer emails, logs and social media communications are being used
• Support the business to write and deliver strategic and tactical customer communications through, at times working under strict confidentiality and tight timescales (e.g. M&A), to ensure the delivery to customers through effective data set analysis.
• This is a key role for an individual with outstanding CX skills to ensure the business has a strategic and well communicated CX focus and vision across all departments. It will involve developing and maintaining a best practice CX toolkit to drive consistencyand quality of customer delivery opportunities.

Requirements

• Demonstrable management experience in building and executing effective customer experience/service strategies and programmes in high performing service organisations
• Experience of driving results through multiple stakeholder groups
• Experience in using creative solutions to build engagement and commitment
• Experience in organising and facilitating workshops and sessions which bring people together to foster collaboration and innovation
• Confident with CRM systems
• Able to communicate effectively with a range of stakeholders and flex style to influence and build trust
• Analytical with the ability to spot opportunities to improve customer experience and drive those opportunities forward
• Adaptable and able to work effectively within an organisation going through significant change
• Highly organised with excellent attention to detail and time management skills
• Resilient and able to work well under pressure
• Ability to use own initiative to present solutions and make decisions
• Driven by a desire to create excellence in service for the customer
• Ability to work under strict confidentiality and with high levels of discretion

BenefitsAnd heres why youll love it at Biffa.

• Competitive salary
• Ongoing career development, training and coaching - because if you dont grow, we dont grow
• Generous pension scheme
• Retail and leisure discounts
• Holiday and travel discounts
• Cycle to work scheme

.Dedicated to diversityAt Biffa we believe different ideas, perspective and backgrounds are key to developing a creative working environment that delivers real results. Its why youll find us championing diversity and equality at every turn.