Head of Customer Experience

The Head of Customer Experience will lead the Customer Services and Internal Sales (Telesales) teams, ensuring a high standard of service while driving sales growth.

This role is responsible for improving how we serve customers, strengthening internal processes, and maximising value from every customer interaction.

Working closely with the Sales Leadership, the role will help shape strategy, improve performance, and deliver both customer satisfaction and commercial results.

PRINCIPAL RESPONSIBILITIES

Leadership & Direction

• Lead and develop the Customer Services and Internal Sales teams.


• Set clear objectives aligned to the wider sales strategy.


• Work closely with Sales, Operations, and Purchasing to support business growth.

Customer Experience

• Ensure all customer interactions (orders, queries, complaints) are handled efficiently and professionally.


• Maintain high service standards across the business.


• Track and improve key metrics such as response times, service levels, and customer satisfaction.

Internal Sales (Telesales)

• Lead the telesales function to drive account growth and new business.


• Ensure strong follow-up on enquiries, accurate quoting, and high conversion rates.


• Implement targeted call campaigns to grow key accounts.


• Monitor performance, pipeline, and forecasts to deliver against targets.


• Take ownership of telesales revenue and margin performance.

Team Development

• Recruit, train, and coach team members.


• Set clear targets and manage performance.


• Build a culture of accountability, energy, and continuous improvement.

Operations & Process

• Improve systems and processes to increase efficiency.


• Work cross-functionally to ensure a smooth customer journey.


• Provide regular updates to the Sales & Operational Leadership on performance, risks, and opportunities.

SCOPE OF POSITION        

·        Improve systems and processes to increase efficiency.

·        Work cross-functionally to ensure a smooth customer journey.

·        Provide regular updates to the Sales & Operational Leadership on performance, risks, and opportunities.

The role has line management responsibilities.