Head Of Customer Service Job Responsibilities
The HEAD OF CUSTOMER SERVICE will work collaboratively with the Center and stakeholders to inform, design and implement customer journeys and communications across all contact channels which will transform the Customer Experience.
Input into Customer Experience Strategy.
Customer Experience Design.
Customer Experience measurement.
Communicate the new Customer Experience vision by fully engaging with and inspiring all stakeholders and employees
Undertake an extensive programme to build a first-hand understanding of the current customer experience as seen through customers’ eyes, across all touch points. Overlay this with research insight to draw conclusions.
Evaluate the current operational and technology capability
Present progress and measureable objectives & achievements on a timely basis
Constantly build knowledge of thought leading customer experiences to ensure the organization becomes the reputed leader in creating the best & most consistent consumer experience.
Drive the customer first programme by building a first-hand understanding of the current customer experience as seen through customers’ eyes, across all touch points. Overlay this with research insight to draw conclusions.
Understand, map and the entire customer journey, touch points and channels
Capture and manage the Journey Map
Qualifications for the Head Of Customer Service Job
Degree or equivalent in Marketing, Business Administration or technology.
A minimum of 10 years’ experience in a consumer marketing/commercial/Operations leadership role with a minimum 3 years’ experience with direct responsibility for delivering exceptional “customer experience.
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