Head of Service and Customer Experience

The Opportunity

The successful candidate will work closely with our Head of Engineering and Head of Projects and the senior leadership team in the organisation.

We are looking for someone with excellent communication skills, service ethic and who is driven by delivering the very best client experience and technical solution.

This is a varied and expansive role ensuring that the business functions are always commercially focused, and customer orientated. We are on a journey of constant continuous improvement, and we need a detail orientated individual who will identify shortcomings and champion the implementation of improvements within a target driven environment.

You will require experience in the industry and technical and product knowledge of how fire and security systems work at least and will be expected to understand the smart technology ultimately to a detailed level.

What are we expecting from you?

• Embedding board level strategy for customer service to drive continuous improvement and consistency of process.
• Embrace and implement new technology to improve efficiency and client experience
• Monitoring and management of KPIs including improvement to response times, attrition, NPS etc.
• Focus on planning to work with the Head of Engineering on improving engineer productivity and utilisation.
• Ensure compliance to NSI regulations for response times and maintenance visits
• Managing regular training requirements for customer experience, new processes and technology implementation
• Manage all customer complaints and escalation to ensure the customer service team is resolving these to the customers and companies satisfaction
• Monitor and manage the maintenance renewal process and cancellations. Targeting net contract customer growth through pricing reviews, reducing attrition, cross selling and referrals
• Strong IT skills and experience with Excel other CRM’s is important
• Deal with feedback from engineers, this may be problems with quality of equipment we are using, the operational side within the business, issues with other engineers/customers or any other problems they are facing day to day and put measures into place to rectify this were possible.
• Update HR System with training records, plant and reviews alongside Head of HR

Why Work for Chris Lewis?

• Attractive Salary
• Annual leave increasing with service, plus bank holidays
• Auto Enrolment Pension with contribution
• Reward and Recognition Platform