Head of Customer Experience

1 week ago

Durban, South Africa Talksure Full time

**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
- Ensuring all customer service-related issues and queries are resolved quickly and professionally in an omni-channel environment
- 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 in an omni-channel Customer Services/Relations role, preferably Insurance or Financial Services industry
- A minimum of 5 years of people leadership experience in building, developing, and managing high performing teams
- 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

**Salary**: Market related

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