Customer Champion Director

An immediate opportunity has arisen for an experienced Customer Champion Director to join our client, a leading financial services company based in North East England.

Key responsibilities of the Customer Champion Director will include:
-Responsible for the development of Individual Customer-lead servicing culture that is completely focused on supporting Customers through highly distressed moments
-Unlock and ignite the human, personal-touch capability, through empowerment and in-the-moment decision making; of volume teams to provide an empathetic approach to customer care that is consistent in every interaction
-Develop the a new best practice across the Disputes and Fraud operating capability and initiate plans that provide a measurable return on investment
-Continually refine and drive a Customer Champion strategy for Payments and Fraud Servicing, ensuring that the function supports Customers
-Define and deliver, in conjunction with the Strategy, Planning and Performance teams the supporting operating models, organisational design, policy, implementation plans and business cases underpinning the Strategy and its deployment for both existing and new services in the business unit
-Through transformational leadership the role holder will be responsible for directing and developing a leadership capability able to meet the challenging demands driven by the Customer

The ideal Customer Champion Director will possess the following attributes/skills:
-An experienced exemplar in delivering flawless Customer Service through others in high-volume Contact Centre environments measured through positive Customer Outcomes
-Executive/Board level role in a complex, multi-site organisation, managing over 1000 FTE
-Significant experience in large, multi-site pro-active Demand Reduction programmes across Customer Services/Inbound BPO methodologies and be familiar in current trends, concepts and issues in a regulated Contact Centre
-Extensive knowledge of communication centre processes and systems, and their impact on the customer experience. Demonstrates a strong operational knowledge and understanding, gained in a virtual contact centre environment at a Senior Manager/C- level Executives.
-Experience of leading, directing and managing a senior team to drive a sustainable demand reduction and develop and grow ability to ensure sustainability with a focus on service, building value and trust for Customers whilst managing cost
-Proven Track record of helping organizations improve operational, financial and customer outcome performance
-Good understanding of financial services and the challenges, issues and trends facing the industry with an appreciation of trends in customer security, fraud and the changing nature of transactional payments in the UK
-Involvement in developing and formulating innovative solutions within complex issues and challenges facing multi-site Matrix teams in the above described areas
-Proven track record in creating, developing and managing successful behavioural and attitudinal change initiatives and understanding change/effect on customer service and behavioural economics techniques
-To be able to embrace the values and responsibilities of the brand; demonstrate and convey high levels of energy, enthusiasm and dynamism when working across functions, sites and business areas
-As this is a multi-site role responsible for interactions on a 24/7 basis, the job holder will be required to operate with a high level of mobility and flexibility across the operation

If you have similar Customer Champion Director experience to that outlined above and are looking for a temporary opportunity within a progressive and dynamic environment, please forward your CV today.

Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003