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Head of Customer Excellence (open on sector background)



days ago

  • West Sussex

  • £80000 - £100000 per annum + On application
  • Job type:

Timothy James Consulting are working alongside a leading UK Insurer as they look to appoint a Head of Customer Excellence to join their thriving business.


Acting as a member of the Operations Leadership team, the role leads their Customer Excellence programme ensuring that they deliver the very best in customer experience to their 1.4m customers across all Group brands and products.

The role owner will be responsible for a broad and diverse function including Change and Continuous Improvement, Quality Assurance Department, Outsourced Partners, Voice of the Customer and Social Media. They would be required to provide strong leadership and define process and strategy for all customer touch-points in retail operations (excludes claims) driving enhanced multi-channel customer experience whilst also ensuring improved operational efficiency and cost reduction.


*Manage a Department of 40 plus FTE across a broad spectrum of specialities
*Manage a Departmental budget of £4m plus including outsourced contracts
*4 plus Management level direct reports
*Process, Guidance and Strategy for each function and a holistic approach to customer experience
*Drive an operational efficiency of12% initially in year one, then 7% year on year
*Manage the appropriateness of supporting technology and its effective use
*Through the Outsourced Partnership team, manage the relationship between HD and a number of external suppliers of support services (including print and dispatch, outsourced contact centres (in and out bound - c100 seats, Voice of the Customer programme and Telephony suppliers - AVAYA technology)
*Lead our Social Media customer contact strategy - (response to Facebook and Twitter)
*Ensure regulatory control through our QAD team and operational risk management through our Management Control System

Manage the Voice of the Customer programme, setting the agenda for improvement on NPS, CSAT, CE (Customer Ease) and working with the broader business to ensure that action plans are in place and delivered, with clear accountability and delivery dates.

Please contact Will Tonge at Timothy James Consulting on 0207 255 8929 or alternatively send a current CV along with cover note to - w.tonge@timothyjamesconsulting.com

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