John Academy

John Academy

Head of Customer Experience

Job Snapshots

  • 31 March, 2019
  • Not Specified
  • Undefined
  • 6
  • Negotiable
  • Head of Customer Experience

Job Description:

Job Context
Location: The role is based in Sylhet, Bangladesh

Job Responsibilities
  • What will you be doing?
  • Develop a high performing and highly efficient customer service team. You will be expected to share best practices all around
  • Hiring, training, motivating and retaining a world class team that embodies the City Pantry spirit and values.
  • Identifying operational efficiencies that would allow us to hit all of our internal target, lead and lag measures.
  • Optimizing the use of technology and telephony platforms e.g. text, chat, email to maximize team efficiency and scalability, while providing the best possible experience for our customers.
  • Motivating, inspiring and developing the broader Customer Service team, taking a hands on role as required.
  • Creating the right team management structures, policies and procedures.
  • Create collaborative, yet constructive/challenging relationships with the other team leads and third parties.
  • Scope and prioritize all necessary initiatives - internal, cross functional or external - to take the customer experience to the next level. This would include the building of any business cases to support the case for changes to policies, processes or required investments.
  • Work with the company leadership team and other team leads to explore:
  • How the Customer Service team can support the other areas of the business when it comes to increasing overall business efficiency and scalability.
  • How to improve the Customer Experience across all customer touchpoints

Educational Requirements:

N/A

Additional Requirements:

  • A minimum of 6-8 years experience in the customer service space (Call Center environment), with at least 3 years in a management capacity.
  • Experience of having led and scaled a customer facing team in a fast growing company, ideally one that operates across email, chat, text and phone channels.
  • Have implemented and/or optimized customer-related technologies and telephony systems in previous companies, e.g. Zendesk, CRM systems, etc.
  • Strong leadership skills, with the gravitas to define and champion the customer experience, challenging other leaders in the business where necessary.
  • The analytical rigor and problem solving skills required to build business cases and analyze and report on outcomes in a data-driven company.

Other Benifits:

  • Very attractive salary
  • Become part of UK's top online learning provider.
  • Monthly bonus
  • Employee of the year scheme
  • Employee of the month scheme
  • Monthly team activity
  • Active social committee

Additional Info:

Read Before Apply
If you are interested, please send your CV along with your portfolio,experience ,current remuneration and salary expectations at jobs@johnacademy.co.uk
(You must mention the position title at subject line of your email)
Application deadline: 31 March, 2019
Only short listed candidates will be invited for interview

Send your CV to jobs@jhonacademy.co.uk

For any further queries please feel free to contact:
020 3744 3990

John Academy

Click Here to apply through email. For direct apply, make sure you attached your resume with a cover letter and file format must be in PDF.