Customer Experience Improvement Manager

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If you have a customer experience background within Financial Services, Banking or Insurance, this represents a fantastic opportunity to both grow within the role as it expands into new areas and indeed progress through the organisation. A company known for developing their staff. The Company: Our clientserves investors all over the world and they also administer a wide array of corporate pension schemes. They employ over 5,000 people, managing £150 billion+ worldwide. The Team: This role was only created within the business 3 years ago and the original post holder has now progressed internally within the company. There are no direct reports, but you will work closely with 2 Business Analysts and a Project Manager and the role is deemed ‘high profile’, exposing you to around 300 people within the firm, some of which are based abroad. The area focuses on the DC (Defined Contribution) pension scheme market, maintaining pensions administration services for a range of corporate clients. The Role: Two weeks after a pension scheme member has contact with the DC side of the business, the member/customer will complete a post-event relationship survey. They will be asked if their query was dealt with satisfactorily, was anything promised delivered promptly etc. You will then go through these responses to look at potential issues/trends, look at complaints and also feedback from staff specific to the customer experience to see how the processes can be improved. Working in close collaboration with the central UK customer experience team, the role will have ownership for the programme that delivers real tangible improvements to customer service. This is an ideal opportunity for an individual to lead a key initiative and have exposure to the senior DC management team. The role will be responsible for analysis, appropriate allocation, oversight and reporting of all issues raised. The key objective is to bring together all the various inputs (Phones/Complaints/Customer Surveys) related to reducing barriers to business into a structured resolution process to provide clear visibility of what requires action. In addition, the role will have responsibility for providing regular reporting and communication to senior stakeholders, including a lead role in the Customer Forum, and the ongoing internal promotion of the Customer Experience programme. Skills / Experience Required: A background covering customer experience within a regulated environment/market is essential. Good communication and presentation skills are also essential and the individual must be comfortable with challenging processes/systems appropriately. Additional Information: The salary for this role is £37,500 – £50,000. The main consideration is the progression though, good people can progress through the organisation if they apply themselves. This role will also soon be exposed to the SIPP/Retail side of the business, so very quickly the role will develop and expand. The Customer Experience Improvement Manager position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website and feel free to call Darren Snell at any time.

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