Head of Customer Experience

Biggleswade - UK

Monthly Salary: Not Disclosed

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

The Head of Customer Experience will lead the Customer Services and Internal Sales (Telesales) teams ensuring a high standard of service while driving sales growth.

This role is responsible for improving how we serve customers strengthening internal processes and maximising value from every customer interaction.

Working closely with the Sales Leadership the role will help shape strategy improve performance and deliver both customer satisfaction and commercial results.

PRINCIPAL RESPONSIBILITIES

Leadership & Direction

Lead and develop the Customer Services and Internal Sales teams.
Set clear objectives aligned to the wider sales strategy.
Work closely with Sales Operations and Purchasing to support business growth.

Customer Experience

Ensure all customer interactions (orders queries complaints) are handled efficiently and professionally.
Maintain high service standards across the business.
Track and improve key metrics such as response times service levels and customer satisfaction.

Internal Sales (Telesales)

Lead the telesales function to drive account growth and new business.
Ensure strong follow-up on enquiries accurate quoting and high conversion rates.
Implement targeted call campaigns to grow key accounts.
Monitor performance pipeline and forecasts to deliver against targets.
Take ownership of telesales revenue and margin performance.

Team Development

Recruit train and coach team members.
Set clear targets and manage performance.
Build a culture of accountability energy and continuous improvement.

Operations & Process

Improve systems and processes to increase efficiency.
Work cross-functionally to ensure a smooth customer journey.
Provide regular updates to the Sales & Operational Leadership on performance risks and opportunities.

SCOPE OF POSITION

Improve systems and processes to increase efficiency.

Work cross-functionally to ensure a smooth customer journey.

Provide regular updates to the Sales & Operational Leadership on performance risks and opportunities.

The role has line management responsibilities.

Required Experience:

Director

The Head of Customer Experience will lead the Customer Services and Internal Sales (Telesales) teams ensuring a high standard of service while driving sales growth.This role is responsible for improving how we serve customers strengthening internal processes and maximising value from every customer ...