Head of Customer Experience

Robert Half are delighted to be partnering exclusively with Nurture Group to recruit for a Head of Customer Experience. This is a permanent role based at their headquarters in Windlesham, Surrey.

The Company

Nurture Group is an award winning national service provider consisting of three leading brands: Nurture Landscapes, Gavin Jones and Rokill Pest Control Service, who provide 'one stop' integrated services to a wide and diverse client base across the UK.

Nurture Landscapes specialises in grounds maintenance, winter gritting and interior and exterior plant display services, mainly to the corporate sector.

The Role

As Head of Customer Experience, you will support the Client Relations Director, creating a road map to ensure the customer journey and experience is best in class. The Head of Customer Experience, will lead, motivate and develop a team of 11 helpdesk associates to ensure that their clients receive a holistic and efficient service.

The desired candidate will be an excellent communicator at all levels, coupled ideally with a technical bias and a good understanding of CRM systems, help desk functions, contact center systems and the importance of data accuracy, data collation, reporting and overall customer service delivery.

With continued growth on the horizon, this a really exciting opportunity for an individual who is passionate about the customer experience journey and driving enhancements through continuous analysis improvement.

Responsibilities

• Develop and lead customer experience team
• Retain and grown long-term key clients, proactively engage with Key Account Managers and Business Development Managers
• Support Customer Experience team to build strong relationships with clients
• Lead on the implementation, management, analysis and reporting of our Customer Satisfaction services (CSAT/NPS)
• Map and scope key customers journey's, understanding hot spots and pain points, engaging customer experience team to seek solutions
• Contribute to the continuous improvement of processes within the company
• Providing financial information and reports to assist reporting into the finance function.
• Overseeing the management and system amendments to improve the CRM and other related system.
• Data analysis and internal and external reporting
• Participate in commercial and strategy teams meetings
• Lead weekly/monthly meetings, in order to promote a positive work environment and engage all teams to deliver on the promise to all customers and other third parties

Person Specification

• Experience in operations, customer experience and team management
• Excellent communication and interpersonal skills with an aptitude for building both internal and external relationships
• Experienced in using CRM systems and data analysis
• Strong sense of ethics and integrity
• Experience of growing a team, managing and improving performance

What's on Offer

• Salary up to £60,000-£70,000 DOE
• Up to 15% annual performance related bonus

Please note that any 3rd party applications will be forwarded to Robert Half in accordance with the exclusivity agreement

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