Customer Director

Customer Director

Location:
Guernsey, Haywards Heath or Salford Quays
Salary:
Competitive
Department:
Commercial & Marketing
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Want to be part of our talented, passionate and growing Commercial team here at First Central? With roles available in Salford Quays, Manchester, Haywards Heath, West Sussex, or Guernsey, there’s never been a better time to join us...

We currently have an exciting opportunity for a Customer Director to join us and drive a culture of customer-first thinking across the Group. You’ll lead the development and execution of the Group’s customer strategy, encompassing the end to end customer experience and omni-channel service provision.

  
To be successful in this role, you’ll need to:
  • Significant senior leadership of a customer service function, encompassing both digital and contact centres, with a demonstrable track record of success in launching and scaling new products and propositions
  • Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
  • A driven attitude to deliver change and rapidly overcome obstacles
 
 
Job responsibilities
  •  Develop and execute the Group’s customer contact strategy, ensuring the required capital, resource and governance is in place to succeed, gaining sponsorship from board and executive committees for associated investment as and when required
  • Lead, inspire and coach a team of customer and digital professionals to deliver their individual and team objectives
  • Sponsor programmes of work for transforming and optimising our customer experience
  • Create a culture of continually assessing options to improve the customer experience and cost to serve driving a pipeline of new opportunities
  • Provide regular reporting on customer and operational metrics to the leadership, executive and board teams (such as NPS, CSAT, FCR, sales conversion and cost to serve)
  • Continually assess the external market to identify relevant market innovations for the Group and support the construction of proof of concepts to test their customer and commercial value
  • As part of the Commercial and Marketing leadership team, help to shape and execute the Group’s pricing, customer, commercial, marketing and people strategies
  • Conduct employee management duties including, coaching and feedback to direct reports to achieve KPIs and SLAs, conducting regular performance reviews, probationary reviews and annual appraisals, monitoring absence, conducting disciplinaries and assisting in the recruitment process
 
 
Skills, knowledge & experience
  •  Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders
  • Strong knowledge of the customer service sector, both via contact centres and cost centre management
  • Substantial senior leadership of a customer service function, encompassing both digital and contact centres, with a demonstrable track record of success in launching and scaling new products and propositions
  • Strong leadership capabilities with the ability to inspire and coach, from senior management to assistant level digital professionals
  • Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality
  • Ability to think in a structured way to solve problems and capitalise on opportunities
  • Customer focused with the ability to help driver an organisational wide customer culture
  • Results driven with a constant eye on the prize
  • Ability to operate in the ‘grey’ when the desired detail might not be available, but a decision is required
  • An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
 
 
What can we do for you? 
 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
     
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.
 
This role is Certified in line with the Senior Managers and Certification Regime (SMCR).
For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
 
So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.
 
We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

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glassdoor

79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.