£Attractive plus car allowance and benefits
The FSB is one of the largest and most respected membership organisations in the UK. It offers a wide range of valuable business services and products but also plays a vital role in representing the needs of small and medium-sized businesses through its campaigning and lobbying activities and its powerful voice that is heard in Government. It is now looking to recruit into this newly-created position of Director of Membership which will see the customer placed at the forefront of its activities.
To define and deliver the customer experience strategy which will ensure that the needs of its customers are always given the highest priority.
To map and manage the customer journey ensuring that the customer experience is maximised and results in more engaged customers and an increased membership.
To manage regular customer surveys which measure customer satisfaction and to act on customer feedback whilst analysing any significant changes to customer satisfaction levels.
To build the skills and knowledge of the Contact Centre Team which will result in the delivery of outstanding service and total customer satisfaction.
To constantly look to improve processes and to maximise the use of management information.
To maintain a first-hand knowledge of the market, including competitor activity and ensure that the FSB adapts and responds to market changes.
To work in collaboration with the Marketing Director on the development and introduction of relevant new products and services.
You should be operating at a senior level with responsibility for customer service/customer experience journey.
You will be able to demonstrate how you have delivered measurable and sustained improvements to customer satisfaction levels and improved Net Promoter Scores (NPS).
An effective team player, you should be prepared to challenge colleagues and hold people to account in order to place the customer experience at the forefront of the organisation.
Your background should include a leadership role within a Contact Centre/Call Centre environment.
With a highly inspirational and motivational leadership style, you should be capable of energising your team to deliver outstanding levels of customer service whilst always challenging the team to strive for excellence.
To apply for this position, please write with your CV, quoting your current/most recent salary and Ref. No. EM1519, to: Roger Ruane at CFR UK, Church House, 3 Church Walk, Newark, Notts. NG24 1JS. Email: firstname.lastname@example.org.