nls new logo£55,000 - £60,000 plus excellent bonus and benefits.

J2397 - Our client is seeking a Head of Customer Experience to develop a strategy to offer a premium business value proposition as well as proposing innovative solutions that assist in achieving strategic goal of Vendor / Vendor Point of Sale business. You will also lead the transformation to the best in class Customer Experience operating model and development of working practices to include internal communication and processes and behaviours. Salary: £55,000 - £60,000 plus excellent bonus and benefits. Location: UK, SE Eng.

 

Job Reference: OSV/J2397
Job Title: J2397 - Head of Customer Experience - UK, SE Eng - Asset Finance
Salary: £55,000 - £60,000 plus excellent bonus and benefits
Location: UK, SE Eng
Bonuses: Excellent
Benefits: Excellent
Job Function:  Operations & Support
Vacancy Type:  Permanent
Asset Type / Sector: All Assets / Sector
Job Description :

J2397 - Our client is seeking a Head of Customer Experience to develop a strategy to offer a premium business value proposition as well as proposing innovative solutions that assist in achieving strategic goal of Vendor / Vendor Point of Sale business. You will also lead the transformation to the best in class Customer Experience operating model and development of working practices to include internal communication and processes and behaviours. Salary: £55,000 - £60,000 plus excellent bonus and benefits. Location: UK, SE Eng.

KEY ACCOUNTABILITIES:

Continually assess the UK Market and identify improvements to ensure Customer Experience is in line with our premium business value proposition.
Develop, own and deliver a transformation plan to ensure best in class Customer Experience delivery.
Work with Heads of Sales and Sales Director to champion change and lead prioritised service delivery improvements by business area and introducer.
Develop the understanding of staff as to the importance of Customer Experience and help drive change to improve standards, knowledge, behaviour and skills.
Lead cultural transformation to embed a culture of collaboration across all the business to deliver Customer Excellence.
Influence and develop relationships with key suppliers that support the company objective of Customer Excellence via the appropriate channels and processes.
Deliver change initiatives to ensure demand planning, forecasting, scheduling, real time management and management information are embedded within the organisation.
Across teams, define and agree minimum SLAs. Report on, review, revise and ensure SLAs are being delivered to meet our best in class Customer Experience objective.
Lead the Innovation team and take ownership for the development of a continuous improvement culture.
Ensure company culture embraces the concept of Treating Customers Fairly (TCF) and comply with all relevant regulation.

PERSON SPECIFICATION:

Excellent communication skills: written, verbal, report writing and presenting.
Coaching/motivational skills.
Excellent time management, planning, organisational and delegation skills.
Self-motivated.
Highly competent in Microsoft.
Develops others by sharing own experience and expertise.
Ability to develop robust strategy suitable for the organisation.
Ability to lead programmes of transformation.
Strategic stakeholder management.
Good at managing and resolving conflict.
Ability to influence and manage key decision makers and stakeholders using variable and appropriate techniques to convey argument, message and requirements.
Strong Commercial / Financial awareness.
Detailed business process skills.
Detailed understanding of Regulatory requirements.
Proven people management experience.
Act with integrity at all times and embrace the philosophy of treating customers fairly.

We strongly favour applicants with proven relevant experience in Financial Services; particularly in Asset Finance and Leasing.

Consultant : Jane Theobald