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Head of Customer Service and Experience

OnlyFE
Job LocationEaston on the Hill
EducationNot Mentioned
Salary?54,988 - ?65,299 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Head of Customer Service and ExperienceSalary:£54,988 - £65,299paGenerous staff benefits,Life Assurance, Healthcare, BUPA Healthcare, Pension, 25 working days holiday plus statutory holidays, Staff Dining,BonusEaston on the HillPermanent -Hours:35 per weekThe Chartered Institute of Procurement and Supply (CIPS) is the leading independent global body representing the Procurement and Supply profession with a global membership of over 70,000 in 150 countries.The role:CIPS? Customer Champion, responsible for the design, development, implementation and management of a ?customer service vision? and CIPS? customer satisfaction.Lead and manage the CIPS global customer services function continually developing capability and working closely with strategic delivery partners and global teams to support and develop service activity and deliver a positive customer experience.Accountable for defining, developing and implementing the delivery of organisation strategic objectives and KPIs through the customer service function and tactics.Proactively work across the organisation with senior stakeholders to ensure customer focus is at forefront of day to day business and any proposed organisational change.Key Responsibilities include:Responsible and accountable for the definition and development of CIPS service vision and strategy.

  • Responsible for leading cross functional and cross border work streams to identify and implement improvements in customer facing processes and practices to achieve customer experience and satisfaction outcomes.
  • Accountable for identifying friction and generating action plans to improve ease of doing business with CIPS to improve NPS and CSAT.
  • Responsible for delivering CX analytics and report on risks and opportunities and action plans, ensure cascading to wider organisation.
  • Represent the customer within CIPS new and existing programmes and projects ? mapping current and desired customer journeys with project managers and leads etc. (customer conscience)
  • Responsible for ensuring customer service operational readiness for CIPS developments launches and changes.
  • Lead and drive the customer advocate global programme (VOC approach) to engage and transform to a customer centric CIPS culture throughout all teams.
    • For a full job description please visist our website, or press APPLY.Closing Date:5pm, 6 January 2020.

    APPLY NOW

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