Woodrow Mercer Healthcare Recruitment are currently recruiting for a Head of Customer Experience to support a Digital Healthcare organisation based in the Midlands.

Salary: £65,000k

Location: Warwick

On site working is a must

Responsibilities:

Owning the Customer Experience organisational structure by meeting recruitment needs and selecting team members to undergo further training. Induction training for new team members and refresher training where appropriate.
Develop and own Customer Experience and Onboarding Plans, ensuring that the plans:
will achieve the agreed Customer Experience and Onboarding targets set out in the budgeting process; and
fall within the agreed departmental budget.
Demonstrate excellent leadership by fostering a positive Customer Experience culture aligned to the system of values and implement this culture through highlighting team values and ensuring accountability.
Skill building and team development to include recruitment and induction, skills training, career development and Quality Assurance Audits within your direct organisational structure.
Create training materials, manuals and refence guides and provide visibility to direct reports. Deliver appropriate regular training sessions and continually improve training materials, utilising relevant team member feedback. Give feedback to team members of their usage of training tools.
Ensure effective team workload management drives maximum efficiencies in reducing customer onboarding timelines, whilst maintaining a quality onboarding and vetting process.
Determine the framework and methodology for region assignment within Customer Experience and Onboarding Teams, if applicable.
Design a customer survey process using feedback tools. Implement a customer survey schedule and execute regular feedback surveys.
Implement Continuous Improvement actions following Customer and internal team feedback.
Provide summarised survey outcomes to Executive Leadership, making recommendations for continual service improvement.
Work closely with Technology Teams to pilot and launch new product features, especially regarding training the Customer Experience & Onboarding Teams whilst continually monitoring performance.
Work closely with Technology Teams to identify the needs of the current and potential future customer base, consolidating and disseminating feedback and information from the Customer Experience and Onboarding team.
Be responsible for process and policy documentation, implementation, and improvements across Customer Experience department.
Attend Senior Management Planning Meetings and identify and communicate areas that could require Customer Experience & Onboarding Team Support.
Organise and ensure team attendance at Community Events to drive engagement.
Implement systems and processes to facilitate rapid team expansion including organisational design within your direct team and adoption of systems to ensure visibility and performance monitoring of remote team members.

Direct Report effectiveness:

Ensure staff understand the context of their roles in relation to Corporate Objectives.
Ensure appropriate behaviour is exhibited by team members in your department when performing their duties.
Ensure performance improvement actions are undertaken in your department by:
recognising, rewarding, and developing high performers; and
managing poor performers where applicable through informal and formal feedback, disciplinary action and, if necessary, dismissal.
Assess and monitor the training and development needs of the staff in the department.
Ensure staff have the resources, including technology, they require to perform their work.

Personal Accountabilities

Personal and Team Performance.
Adherence to policies and procedures.
Adherence to the company’s budget.
Working within your individual finance & spend approval limits.

Woodrow Mercer Healthcare

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