Details:
- Salary: £50,000 - Annum
- Location: Kenilworth
- Date: 1 month ago
Description:
Head of Customer Excellence
Lantra House, Kenilworth, Warwickshire, CV8 2LG (with hybrid working and occasional travel)
The Company
Lantra is a leading awarding body for land-based industries in both the UK and the Republic of Ireland. We develop quality training courses and nationally recognised qualifications that are delivered through a national network of training Provider Partners.
Working with a range of partners to promote the opportunities within the sector to an increasingly diverse audience, our training and qualifications are delivered to more than 116,000 learners each year across the UK. We work with businesses and other stakeholders to create innovative solutions to skills challenges.
Now, as we go through an exciting period of growth, we are looking for a Head of Customer Excellence to join our team on a full-time, permanent basis.
The Benefits
- Salary of £50,000 per annum
- 25 days’ annual leave which increases with length of service
- Defined contributory pension scheme or pension auto-enrolment scheme
- Employee assistant scheme (health assured)
- Flexible working (subject to pre-approval)
- Perkbox – access to over 200 exclusive perks and discounts
- Medical cash plans
- Enhanced maternity and adoption pay
- Rewards for length of service
- Health & wellbeing events and initiatives
- Fee voluntary day
- Employee rewards
This is an outstanding opportunity for commercially-focused, strategic level leader with a track record of creating customer strategies that add value to join our leading organisation.
Utilising your expert skills, you will be the driving force behind our commitment to providing an exemplary level of service, playing a pivotal role in expanding our offerings and customer base.
You will also find that we have clear direction from our expert Board of Trustees and a critical mission to support the UK and Ireland’s land-based industries meaning that you can rest assured that we know where we are going and, with your help, how we can get there.
So, if you’re ready to lead a team of dedicated professionals and drive success and innovation across our organisation, then apply today!
The Role
As our Head of Customer Excellence, you will develop and implement a comprehensive customer service strategy to ensure our customers receive an exemplary level of service.
Driving customer loyalty in order to maximise the sales of our technical awards and qualifications, you will ensure we have a high net promoter score (NPS) to support sales.
You will support sales growth of awards. Managing the enquiries and complaints process, you will ensure that the team respond effectively to feedback and resolve issues in a professional, proactive manner.
Leading the Customer First initiative within the business, you will carry out quality checks to ensure we are delivering quality products and analyse the underlying cause of repeated issues.
Additionally, you will make sure that your team:
- Proactively manage accounts
- Deal with issues and identify account development opportunities
- Follow up all the identified leads
- Respond to incoming enquiries and ensure the quality assurance process is followed
- Respond to all complaints and comments
About You
To be considered as our Head of Customer Excellence, you will need:
- Experience developing and implementing a customer strategy that adds demonstrable value to the business
- Experience overseeing accounts
- Experience leading a team
- Experience managing a budget
- To be commercially focussed
- To be a strategic thinker
- Excellent communication skills
- Strong leadership skills
- A full, valid driving licence (due to our office location)
Other organisations may call this role Head of Customer Service, Head of Customer Experience, Customer Service Lead, Head of Customer Care, Head of Customer Relations, or Head of Customer Success.
Webrecruit and Lantra are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
So, if you’re ready to take on a leading role as a Head of Customer Excellence, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency