Customer Experience Manager

I have a requirement for Customer Experience Relationship Manager on a contract basis, for a leading financial services client in the Norwich.

Location: Norwich
Duration: 6 months
Rate: £ neg p/d.
Start Date: ASAP

REQUIRED KNOWLEDGE/QUALIFICATIONS

- Have a strong Financial Services operational background including call centres.
- Have experience of working with call Scripting, IVR design, customer journey mapping, Coaching and operational readiness
- General insurance experience (desired)
- Have 'customer side of change'/project experience.
- Experience working with 3rd Parties and suppliers, and able to demonstrate 'relationship skills'.
- Up to date knowledge of our products, Partners, systems and processes
- Experience of training design, delivery, evaluation and coaching skills
- Ability to monitor and assess call approaches.
- Ability to review and enhance processes.
- Excellent understanding of TCF Principles
- Strong understanding of the Financial Services regulatory environment.

If you meet the above criteria, please reply to this email with an up to date copy of your CV and I will call you back.

If this role is not for you, please take the time to recommend any ex-colleagues or friends who may be suitable and interested in hearing from me.