Customer Experience Leader: AI-Driven Complaints

Nando's; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading restaurant chain in the UK is seeking a Senior Customer Support Manager to lead the team responsible for handling customer complaints. The role involves designing strategies to enhance customer experience through data-driven insights and promoting effective complaint resolution. Candidates should have extensive experience in customer service leadership and be adept at using automation and AI to drive efficiencies. This position is a hybrid role and offers various benefits including health cover and generous holiday allowances.

Benefits

Family health care cover

Pension

25 days holiday + bank holidays

Free Nando's while working

Annual team trips

Access to discount memberships

Qualifications

• 3+ years in a leadership role in Customer Service.
• 7+ years in Customer Support, delivering exceptional service.
• Experience with creating a Complaints Handling Framework.

Responsibilities

• Lead and design a complaint handling strategy.
• Drive improvements in customer experience using insights.
• Manage internal and external stakeholder relationships.

Skills

Leadership in Customer Service

Customer support problem-solving

Experience with automation and AI

Analytical abilities

Strong communication skills

Job description

A leading restaurant chain in the UK is seeking a Senior Customer Support Manager to lead the team responsible for handling customer complaints. The role involves designing strategies to enhance customer experience through data-driven insights and promoting effective complaint resolution. Candidates should have extensive experience in customer service leadership and be adept at using automation and AI to drive efficiencies. This position is a hybrid role and offers various benefits including health cover and generous holiday allowances.