Head of Customer Experience

Job Description

Are you a driven leader from a Customer Experience BackgroundAre you looking for a role with autonomy to drive the strategic leadership and operational management in a Customer Experience environmentWe have an amazing opportunity for a Head of Customer Experience to join our Senior Leadership Team (SLT) in a role critical to the success of Taking Care and its business growth. In return, you will receive a salary of circa £70,000-£75,000 per annum depending on skills and experience. As part of the AXA Group, Taking Care provides around the clock support to over 120,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love and provide protection via Local Authority andHousing Association clients. Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.What we are looking for:This is a critical role to the success of Taking Care and its’ ambitions for growth. This role will drive the strategic leadership and operational management of our Customer Service and Warehouse departments, ensuring the delivery of exceptional serviceto our customers including, distribution, installation, issue resolution and customer support. You will have 6 direct reports and strong local management teams, with an overall responsibility for 50+ staff.You will be expected to raise the profile of this critical part of our business to ensure future strategic alignment, high operational performance, and agility of delivery in a fast-changing environment. You will develop and own the strategy and requirementsof the Customer Experience Departments and be a proactive participant and contributor to SLT’s strategic developments. You will be a role model for employees, delivering strong communication skills throughout the business and have experience of developinga culture of embracing business change and success. You will be responsible for ensuring there is effective management support for proactive and positive performance management, overseeing a culture of continuous improvement.You will be a key member of our Senior Leadership Team, reporting to the Managing Director of Taking CareWe will offer our Head of Customer Experience fantastic benefits including:

• 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off!
• Contributory pension plan

• Company Share Plan
• Performance Recognition Bonus
• Life Insurance
• Medical Insurance Lite
• Employee Assistance Programme
• Enhanced Paternity and Maternity Packages
• Free Personal Alarm
• 360+ Health Assessments
• Long Service Awards
• Cycle to Work Scheme
• Retail Discount Scheme

The roles main responsibilities of our Head of Customer Experience include:

• To provide Senior Leadership support and input to ensure the effective delivery of Taking Care’s Business Plan. To work proactively to out-perform agreed business revenue and profitability/margin targets.
• Create a culture of high performance and efficiency in all areas of responsibility and ensure effective management support for proactive and positive performance management. To oversee a culture of continuous improvement.

Customer Experience;

• To design and deliver the Customer Experience Strategy to ensure the function is aligned to Taking Care’s strategic plans for growth, increasing customer choice and operating across a range of B2C and B2B channels.
• To oversee successful complaints resolution. Ensuring any opportunities for continuous improvement identified from customer complaints are identified and appropriate actions implemented. Ensure relevant and appropriate reporting is provided to internaland external stakeholders as required.
• To maintain an active knowledge in nearshoring and outsourcing opportunities that can improve the support and resilience of key Customer Experience activities.
• To retain a working interest in new technology improvements that can improve the effectiveness and efficiency of the Customer Experience Team and to raise with Head of IT.

Warehouse and Logistics;

• To oversee the effective delivery of a forward and reverse (inc. refurbishment where relevant) supply chain and a modern approach to customer ordering and fulfilment.
• To ensure delivery of our agreed SIM Management strategy, thereby containing the costs of our digital alarms.
• To take proactive responsibility for the customer supply and fulfilment journey.
• To ensure critical supplier contract management, quality and performance adherence

What we are looking for in our ideal Head of Emergency Contact Centres:

• Inspirational leader of large operational teams.
• Ability to build strong relationships, inspire confidence and influence at all levels internally and externally.
• Broad, practical experience of managing in an operational and planning environment.
• Strategic thinking with a solution focussed and creative approach, with the ability to implement strategy and embed into a business seamlessly
• Experience of managing remote and multi-functional teams
• Evidence-based decision making
• Previous experience of operating at a strategic and senior level
• Health and social care industry experience (desirable)

Closing date: 21st February 2024 at midnightFirst interviews to be held in Exeter on Thursday 29th February 2024If you are interested in joining our team, then we’d love to hear from you. Please click ‘apply’ today to be considered as our Head of Customer Experience