Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.
This week: Regional Head Of Customer Care, (Wales & South West England)
The Wales and South West England Region is recruiting for a Regional Head of Customer Care to be responsible for the delivery of the customer experience agenda to ensure customer satisfaction targets are met or exceeded.
Delivery of the customer experience agenda within the region, and participate in regional strategic thinking as a brand ambassador to ensure that customer centricity is a key decision making criteria within the wider management team.
Measure and manage performance against SLAs and KPIs, including NHBC Customer Satisfaction Surveys, complaints, and defect resolution, or other measures as set by the group or regional management team, to ensure optimal results.
Working with the leadership team and the regions, manage the resolution of escalated complaints.
Provide coaching and deliver training where required and agree action plans to drive performance improvement and ensure consistent and efficient compliance with group standards and procedures.
Have a proven track record of managing high performing customer care teams, or teams within a highly customer centric environment.
Have a proven ability to influence senior stakeholders.
Be intuitively customer centric, with a good understanding of business requirements and brand positioning.
Applicants from a regulated environment, ie banking or financial services, strongly preferred.
Housebuilding or construction experience is not essential.