Head of Customer Experience Kenn, Avon Type Permanent, Full Time

3 weeks ago

Wichita, United States Glide Group Full time

**Head of Customer Experience**

Apply Location Kenn, Avon As Head of Customer experience, you will be helping to focus the organisation on whats best for our customers, creating improved customer experiences, advocating for them, and helping them resolve any outstanding problems. Holding internal teams to account in pursuit of an effortless customer experience. Supporting and executing employee experience activities that underpin the customer experience.

**About the Role**

Main Responsibilities

* Interaction with key customers to elicit feedback and act upon it accordingly

* Ensuring high levels of customer satisfaction measured by feedback and surveys across accommodation providers, residents, and business representatives via tools such as CAST, NPS, CES and Trustpilot

* Supporting internal teams to ensure strong performance against customer SLA targets and contract renewal rates

* Act as the "voice of the customer" within internal dialogues

* Assist with Programme Management processes and ensure that the customers voice is heard throughout them

* Production of reporting/dashboards that analyses customer satisfaction levels, for distribution to key teams and individuals

* Support and guidance for internal Service Support and Service Delivery teams

* Work to mitigate customer impacting risks and issues

* Monitor all major customer complaints and assist in effective resolution

* Support for employee engagement initiatives that underpin the customer experience

**About You**

**Personal Skills**

* Passion and drive to continuously improve services delivered to customers

* Strong stakeholder management skills with experience in developing key relationships at all levels within an organisation, both internal and external

* Experience in managing conflict and able to bring about the correct and successful resolution

* Experience in successfully identifying/managing and mitigating risks

* Excellent communication skills, written and verbal (including presentation skills)

* Experience of customer journey mapping desirable but not essential

* A high degree of emotional intelligence

Glide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universities and biggest businesses in the country.

The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from our demo room to the feature-rich properties of the future.

We are specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers, and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. We are a big group with the energy and ingenuity of a small business.

**Benefits**

We believe in our people - they are what makes Glide the best place to work. That is why we offer extensive benefits:

* 25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday.

* Pension Contributions.

* Private Medical Insurance is available for every employee.

* Life Insurance cover.

* Discounted Gym membership for employees in the Clevedon and Stoneleigh offices.

* Cycle to Work scheme will be in place by August 2021.

* Opportunities to progress within the business.

* Long Service rewards: each 5 years there is a bonus.

* A generous employee referral bonus.

* Regular social events throughout the year, including Summer BBQs, Away Days, and a truly epic Christmas Party.

At Glide, staff are genuinely recognised for their hard work and contributions, and these are celebrated with monthly 'Golden Awards, End of Year Awards, and other awards throughout the year.

**Values**

At Glide, brand values are not just words on a wall. They are at the heart of our culture and shape how we behave, how we recruit and how we support each other and our customers.

Each value is brought to life through our behaviours. Our behaviours make it clear how to speak to our colleagues and our customers, how we act towards each other and how we define being a 'Glider.

**Stand Together:** Like a family, we value togetherness, put the group before ourselves, welcome diversity and always work hard to make sure everyone feels like they belong.

**Act Bravely:** We dare to do things a little differently. We believe in each other and inspire the people around us to push themselves out of their comfort zones, to do things with courage and conviction, to grab life by the horns and to have total confidence in themselves.

**Care Whole-heartedly:** If we fall on customer experience, nothing else we do matters. That is because customer loyalty is hard won and easily lost. The difference boils down to caring about the things our customers care about, always taking the time to make life simpler for them and going out of our way to connect and give them more than they would expect.

**Live Vibrantly:** We are no ordinary company, and our culture reflects that: we believe that having fun, getting on with each other and not taking life too seriously is just as important as working hard.

**Be Tenacious:** It is about more than hard work and graft - we never rest on our laurels. We are an unstoppable team that know we can always do better and more than what we achieved last week, month or year.

**Think Unconventionally:** Staying open-minded, defying predictable ways of doing things, outsmarting the competition, and cracking on with enthusiasm and positivity is how we approach everything, every day.

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