Head of Customer Experience and Service

The Chris Lewis Group; Oxford; On-site; GBP 25,000 - 35,000; Full time

Job description

The Opportunity

The Chris Lewis Group is the independent Fire and Security and Smart Home company in the region. We offer our clients the very best technology solutions available.

We work for prestigious clients like the University of Oxford, Royal Palaces and County Councils. We have an excellent opportunity for an experienced HR & Office Co-ordinator to join our team. This role will provide full administrative support to the business and will report to the Head of HR. Experience previously in an engineering environment would be an advantage.

The successful candidate will be a customer-focused team player with strong communication and organisational skills. Attention to detail is key and the successful candidate will enjoy the variety this role offers, have strong system skills and ideally wish to pursue a career in HR.

We value staff progression, provide regular training and encourage and support self-learning opportunities.

What are we expecting from you?

1. Embedding board level strategy for customer service to drive continuous improvement and consistency of process.
2. Embrace and implement new technology to improve efficiency and client experience.
3. Monitoring and management of KPIs including improvement to response times, attrition, NPS etc.
4. Focus on planning to work with the Head of Engineering on improving engineer productivity and utilisation.
5. Ensure compliance to NSI regulations for response times and maintenance visits.
6. Managing regular training requirements for customer experience, new processes and technology implementation.
7. Manage all customer complaints and escalation to ensure the customer service team is resolving these to the customers and companies satisfaction.
8. Monitor and manage the maintenance renewal process and cancellations, targeting net contract customer growth through pricing reviews, reducing attrition, cross selling and referrals.
9. Strong IT skills and experience with Excel and other CRMs is important.
10. Deal with feedback from engineers, addressing problems with quality of equipment, operational issues, and any other challenges they face day to day, and implement measures to rectify these where possible.
11. 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.