Contact Centre Head of Customer Experience

  • Permanent
  • Europe
  • Posted 1 month ago
  • Salary: £70k + bonus + benefits

Gail Kenny Executive Recruitment

As contact centre Head of Customer Experience here’s a bit about what you’ll be responsible for: - Direct management and development of call centre Managers who manage the Quality, and Complaints teams

As contact centre Head of Customer Experience here’s a bit about what you’ll be responsible for: –
Direct management and development of call centre Managers who manage the Quality, and Complaints teams
Responsible for 50+FTE
Significant experience of managing teams who deal with thousands of customers every day
Educate, promote and engage the business in the true internal and external voice of the customer
Stay ahead of the curve with customer experience and travel technologies/trends
Ownership of all customer feedback channels – social media, Trustpilot, partner escalations, internal escalations and CSAT
Collate all relevant reporting into a clear format giving valuable insight into how our customers perceive our service and implement action plans/projects to drive continuous improvement and efficiency gains
Align all quality, complaint and customer feedback documentation and processes in line with COPC framework and our Customer Support Values
Full accountability of cost control and team budgets
Collaborate and form solid relationships with key departments

Qualities you must have: –

We are looking for a senior professional with global travel experience, an open mind and willingness to jump into a very dynamic and Business.
Call/Contact centre experience as a Head of Customer Experience

Solid customer experience exposure from a travel background and on a global scale
Ability to come up with solid data reporting models and draw action plans based on them
Experienced people manager (teams of 50+) and natural leader
Process and detail oriented, analytical thinking
Independent, reliable, self-organized, and skilled in negotiations
Dynamic and forward thinking individual who can bring new ideas

Are you ticking these boxes?

Global Travel Experience
Customer Experience
Contact Centre Experience

Do these tick your boxes?

Dynamic Business

Full Accountability

Team Management

Your contact for this job is Gail Kenny

Gail Kenny

I founded the business back in 2004, and am still as passionate about the business now as I was back then. I work primarily on top level searches for the corporate and leisure travel industry, across all disciplines.

Gail Kenny
Managing Director
T: 020 73576614

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