Head of Customer performance - Norwich | 29354 | Zoek UK
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Head of Customer performance
Norwich, Norfolk, England
£35000 - £40000/annum
Permanent (Full time)
Head of Customer Performance
£35,000 - £40,000
Our partner is one of the UK’s leading companies providing glazing and lock services, operating in the Insurance, Facilities Management and Noise Abatement sectors. They are a growing business with an exciting vision for the future and looking for dynamic and ambitious individuals to help achieve our goals.
As the Head of Customer Performance you will be responsible for improving and championing Customer Performance across the Trading and Field Operations teams, including but not limited to reducing complaints and increasing customer satisfaction.
You will ensure the governance of any complaints in line with client and FCA requirements and will ensure that proper root cause analysis is completed, and feedback provided to the wider business to reduce future complaints.
What to expect:
Improving and championing Customer Performance across the Trading and Field Operations teams
Effectively reducing Customer complaints and ensuring FCA and Clients requirements are met
Drive a “Customer First” culture focusing on Customer satisfaction
Aftercare and jeopardy measures
Client specific complaints process
Ensuring FCA adherence (where required) is met
What we are looking for:
Proven leadership and management experience
Proven understanding of FCA complaint regulations
Proven, demonstrable experience within a customer centric, team management role
Strong desire to put the customer at the heart of business processes
Proven track record of complaint/escalation resolution
Proven track record of building a performance management culture within a Customer Service based team
Strong problem solving and decision-making skill
What we have to offer:
Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves, knowing that embracing differences enhances operational capabilities and also helps to create a Great Place To Work. They are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability