Knownfour London, UK
Aug 11, 2018
Head of Customer Experience - Permanent - £60,000-£70,000 A fast-growing tech start-up based in the heart of London is looking for a Head of Customer Experience on a permanent basis. This start-up is aiming to change the way we offer energy and tailor this to customer needs with the use of emerging technology and artificial intelligence. Customer Experience is at the heart of what they do, and they are now looking for someone to help improve the customer service function and create new ways to provide the best customer journey possible. This would suit someone who always challenges existing process and always seek ways to further enhance the customer service function. Responsibilities: Refine and improve the end-to-end customer journey, challenging the normal decisions to continuously deliver improvements accordingly Recruit, manage and develop your Customer Experience team to deliver the best customer service possible Manage day-to-day customer experience team focusing on key metric, operational grip and constantly evolving processes Manage third part supplier relationship Source and manage the implementation of innovative technology and systems to build the best customer experience Creating collaborative approach for both your team and colleagues Skills: 5+ years' experience working in a senior Customer Service capacity Experience working with in-home installation of products for customers (desirable) Proven record of managing third party suppliers Designing and maintaining KPIs Process-driven decision making (six sigma is a bonus) (desirable) Please do apply if you feel you have the skill set suited for this role. In return, you will be working with a disrupting start-up that has already grown its base 6x in the past 3 months, with a view to grow a further 10x in the coming months.