MAIN PURPOSE OF THE ROLE

We are keen to find a Head of Customer Experience to run our Customer Service Department and ensure our customers experience a great end to end journey.

In this role, you will manage a team of Customer Service/Retentions Agents and implement an omni-channel successful customer journey. You must be able to adapt to technological changes and guide the company’s customer services in a quickly evolving digital world. You will play a key role in driving higher customer satisfaction (NPS) and higher customer retention, which will lead to significant profit growth.

DUTIES AND RESPONSIBILITIES

Driving Customer Satisfaction

  • Implementing protocols and processes to provide our customers with great service efficiently and consistently
  • Analysing and interpreting customer interaction data to optimize customer service
  • Monitoring customer insights and social media data and consolidating data from various input sources
  • Implementing corrective actions to mitigate against customer service failures
  • Collaborating with managers in other departments to ensure our customers have a consistently positive experience with us
  • Enforcing SLA’s and adherence to deadlines

Team Management

  • Overseeing the hiring, orienting, and training of customer service, retention, and insights agents
  • Providing general management support for the customer services and retentions team
  • Conducting regular performance reviews and managing team performance
  • Ensuring ongoing coaching and development is provided to agents
  • Assessing skills gaps for ongoing learning
  • Overseeing compliance within the department and embedding a culture of regulatory compliance and courteous, professional customer interaction
  • Drafting and submitting professional management reports

Improving Customer Retention

  • Liaising with our Product Department and Insights team to align on customer retention improvement strategies using customer analysis
  • Provide guidance to business to improve customer retention

QUALIFICATIONS AND EXPERIENCE REQUIRED

  • Bachelors’ degree preferred (Business Administration or similar) or at least 10 years work experience in a managerial role
  • Experience of working in / establishing a tech driven (omni-channel) engagement solution, preferably Insurance or Financial Services industry
  • A minimum of 5 years of people leadership experience of managing and motivating large team of CX staff (min 50)
  • Experience of working with product partners to resolve issues
  • Full accountability for reporting on performance improvements
  • Experience of step 1 claims handling
  • Excellent service skills and business acumen with the ability to communicate fluently in English (written and verbal) with enthusiasm and drive
  • Experience in customer journey mapping / customer experience design
  • Able to collaborate across teams within the business
  • Strong data analytics background with the ability to translate analytics into practical improvement plans in an agile environment
  • Experience in leveraging technology to driver better customer experience

Preferred

  • RE5 and RE1 advantageous
  • Experience within the insurance industry and knowledge and understanding of insurance related legislation and regulatory compliance requirements preferred
  • Experience of managing client experience/retentions strategy ensure aligned to business goals and outcomes
  • Experience of customer cuddle calls and their potential impact


Behavioural competencies

  • Excellent Communication skills (verbal and written)
  • Strong interpersonal and customer centric skills
  • Advanced conflict management
  • People person (Empathy and listening skills)
  • Personal organisation
  • Collaboration and project management
  • Speed, flexibility and agility

Salary: Market related

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 30 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.