Customer Experience Performance Improvement Manager - #1655543

• Develop strategies to continuously improve and develop the end to end customer journey


• Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations


• Ensure consistency and compliance of service across the Contact Centre and wider operations


• Create a culture of continuous improvement across the contact centre and cx functions


• Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change


• Create, refine and adapt improvement plans on a continual basis


• Be a subject matter expert for change and process improvement across the business area


• Lead, motivate and inspire operational leaders through change management and process improvement cycles

• Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting


• Strong analytic approach - turning data into insights


• Proven record in Process / Continuous Improvement


• KPI Management within a Contact Centre environment


• Strong knowledge of planning and scheduling


• Passionate about delivering excellent customer service

Page Group are delighted to be partnering with a key client on the appointment of a Contact Centre Performance Improvement Manager to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations

This is an exciting opportunity to join a leading business as Customer Experience Performance Improvement Manager.

The role will be hybrid - 2/3 days on site

Based In the Leeds / Bradford Area, the role offers:

• Salary of £75,000 - £77,000


• Company Care or Car Allowance


• Up to 15% Bonus


• Private Medical Insurance


• Up to 12% Employer contribution pension


• x4 Life Assurance


• 25 days holiday plus Bank Holidays

The successful candidate will be based within a 1 hour commute due to business needs