Head of Customer Support

Our reputable Insurance client is seeking a **Head of Customer Support** to join their team based in Stellenbosch, Cape Town.

The Head of Customer Support will be heading up the digital Client Services Centre, their client servicing team and digital-based client relationship platform, which serves to provide unrivalled client experience to delight each client every time.

**Requirements**:

- Tertiary qualification required.
- Lean Six Sigma trained.
- Five years relevant experience.
- Proven ability to work with stakeholders at all levels of the organisation to establish a vision for change and develop buy-in.
- Solid analytical skills and the ability to create business rationale for actions.
- Proven track record in significantly improving client value through service.
- Knowledge of client support and contact centre operations.
- Solid understanding of client retention, after-sales service and client lifetime value.

**Responsibilities**:

- Lead the client service delivery function to deliver best in class client service with every client touchpoint to ensure contact with the client across client experience & technical support.
- Evolve the client service experience to create engaged clients that facilitate organic growth.
- Develop and deploy client care strategies and operational plans focused on the achievement of the objectives of the company.
- Create, lead and maintain unique client satisfaction development plans and manage the execution thereof.
- Facilitate client initiatives and ensure client insights are actioned through continuous improvement efforts as well as guide new product development or enhancements.
- Analyse the current client lifecycle and touchpoint interactions and map client processes at all client touchpoints.
- Develop and stimulate process changes across all the client touchpoints in the various business units.
- Ensure that quality audits are carried out on client touchpoints.
- Ensure that primary and secondary market research is conducted to be able to draw valuable and accurate insights.
- Implement and monitor the improvement of client service metrics, e.g. the NPS (Net Promoter Score), CSAT (Client Satisfaction).
- Present creative initiatives for brand awareness and monitor competitor trends and performance.
- Establish service levels and requirements and performance metrics.
- Maintain a high retention rate, develop long term relationships with retained clients, and be the senior point of contact for day-to-day management of assigned clients.
- Synthesise current client service and product offerings to develop a holistic and effective client engagement model which align to the expected client journey.
- Ensure correct segmentation of the client database.
- Ensure that insights are gained from the client database that can influence marketing campaigns to improve the client experience, drive retention and loyalty.
- Drive the client digital journey transformation.
- Establish best practices for CRM-driven interaction between clients and internal teams.
- Recommend and positively influence, direct and implement changes to optimise organisational processes, systems, policies and procedures.
- Engage with stakeholders to identify changing client needs and make recommendations to align offerings with client needs.
- Embed a client service excellence culture which builds enduring relationships and allows the team to provide exceptional client service.
- Design and implement various lean and continuous improvement tools to ensure improvement actions are directly linked to the strategic and tactical objectives, emphasising efficiency and effectiveness of business processes, and enabling breakthrough process changes and improvements.
- Identify opportunities for improvement, measuring and analysing current business processes, and redesigning processes to meet the needs of a growing business.
- Solicit voice of the client feedback and benchmark external best practices to identify opportunities for improvement.
- Implement continuous improvement programs to align the business on critical performance indicators while simultaneously assisting in driving breakthrough objectives.
- Monitor and analyse metrics to identify trends or opportunities where cost savings/cost avoidance or quality improvements can be realised.

**Salary**: R50 000 - R60 000 per Month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Senior Management position specialising in customer support: 5 years (required)
- insurance industry: 5 years (required)