Leading and Managing a team of Customer Experience Specialists among whose responsibilities include reporting and managing CSI (Customer Satisfaction Index), complaints, benchmarking and contacting negative survey customers, among other responsibilities
Be the lead for the ‘Voices’ customer survey project including the addition of the complete KINTO One customer journey
Regularly review customer survey questions for effectiveness
Lead the definition and provide clarification of what a complaint is across the business.
Lead the oversight of complaint reporting, analysing and creating a plan for every aspect of complaint handling, categorisation, reporting and training
Complaints reporting, analysis and the creation of complaint reduction measures in collaboration with key stakeholders across the business
Manage the CSI platform and reporting, help to create OLC backed action plans for business areas, holding them to account with support from GM for Customer Excellence, to facilitate the required improvements
Reporting into appropriate functions such as KEU (KINTO EU), TGB (Toyota GB), OLC (Operational Leadership Committee)
Responsible for Customer Service levels reporting for teams across the business, creating standardisation, linked to agreed Operational Leadership Committee actions
Manage supplier relationships including survey provider, Institute of Customer Services amongst others
Support and lead initiatives to boost volumes of customer reviews
Organising the Institute of Customer Service mid-term surveys
Overseeing the benchmarking of KINTO vs competitors and compiling results into various mediums
Using TPS methodology to implement and measure changes and visualising using management boards
Requirements
Great people manager, supporting, motivating, encouraging and developing team members
Excellent analytical skills
Effective communicator at all levels
Organised with strong prioritisation skills
Strong presentation skills
Experience in running a high-performing customer experience team
Confident in conducting investigations across other business areas, using an impartial, diplomatic but direct approach
Handling and resolving escalated complaints
Minimum of 12 months experience managing a team
Benefits
Annual bonus
25 days holiday + 8 days bank holiday
Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
Car Scheme following passing of probation
Hybrid working policy, 2 days from home each week should you want to
Plenty of onsite parking
Plus many more - to see a full list of our benefits, please click the following link: Our Careers | About Us | KINTO UK
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