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Customer Experience Leader

2 weeks ago

Cape Town, Western Cape, South Africa Capita Full time

As a Customer Experience Leader, you will play a critical role in shaping the customer experience at Capita. You will lead a team of Sales and Retention Advisers, driving them to exceed customer expectations and achieve outstanding results.

Key Responsibilities

Leadership and Supervision

  • Drive team performance to deliver exceptional customer satisfaction on our digital platform.
  • Develop and coach team members to meet sales conversion targets and achieve business objectives.
  • Set and achieve individual/team standards, ensuring seamless integration with Performance Management and Quality framework standards.
  • Collaborate with team members to address customer concerns and resolve issues efficiently.
  • Coach and develop team members to become Subject Matter Experts, ensuring they have the necessary skills to deliver exceptional customer experiences.
  • Communicate regularly with the team, providing clear guidance on customer expectations and service level agreements.

Client Engagement

  • Nurture relationships with clients, ensuring their needs are met and exceeded.
  • Maintain open lines of communication with clients, addressing any concerns or issues promptly.

Quality and Improvement

  • Oversee team performance against quality monitoring standards, identifying areas for improvement.
  • Collaborate with team members to implement quality improvements, enhancing overall customer satisfaction.
  • Stay up-to-date with industry trends and best practices, applying knowledge to drive continuous improvement.

Career Development

  • Develop and implement career development plans for team members, helping them grow professionally and personally.
  • Provide regular feedback and coaching, ensuring team members feel supported and empowered to succeed.

Capita is committed to fostering a culture of innovation and excellence. We're looking for a talented Customer Experience Leader who shares our vision and is passionate about delivering exceptional customer experiences