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Director of Customer Experience
| Posting date: | 30 May 2024 |
|---|---|
| Salary: | £110,996.00 to £121,811.00 per year |
| Additional salary information: | £110996.00 - £121811.00 a year |
| Hours: | Full time |
| Closing date: | 13 June 2024 |
| Location: | London, N1 9PF |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | M9391-24-0018 |
Summary
1. STRATEGY AND POLICY 1.1 Actively input and contribute to the overall development and execution of RFL Property Services long term vision, business planning, strategic direction and governance 1.2 Lead the development and implementation of RFL Property Services strategies and roadmap for customer engagement, experience and satisfaction. 1.3 Work in collaboration with the RFL Property Services Executive Team to ensure a shared understanding of our customer engagement and satisfaction strategies, goals and plans across all job levels. 2. COMMUNICATION AND CUSTOMER RELATIONSHIPS 2.1 Act as the main point of contact and escalation for our customers and its executive teams on all matters relating to customer engagement, experience and satisfaction. 2.2 The postholder will play a key role in ensuring that customers remain at the heart of our business and drive a culture that remains customer focused. 2.3 Ensuring that strategies for gathering customer feedback are developed and implemented effectively to enable feedback to frame focused service improvements. 3. SERVICE DELIVERY AND OPERATIONS EXCELLENCE 3.1 Hold in-depth knowledge of RFL Property Services broad range of customers and stakeholders, understand their needs and expectations to excel in overall customer engagement, experience and satisfaction. 3.2 Lead and direct all customer experience activities across RFL Property Services, ensuring appropriate strategies, policies and procedures are in place to deliver the highest quality of services and performance, meeting agreed customer experience Key Performance Indicators targets. 3.3 Routinely seek feedback from customers and ensure a comprehensive understanding, as well as continuous improvement action to enhance customer experience. 4. COMMERCIAL 4.1 Take full accountability for cost and budget management and expenditure of own business area. 4.2 Have a thorough understanding of Profit and Loss (P&L) statements related to pay and non-pay costs and prudently manage financial resources within own area of responsibility. 4.3 Actively and positively contribute to RFL Property Services sustainable growth, income generation and delivery of any assigned financial improvement and income generation programmes within the agreed deadlines. 5. PERFORMANCE, RISK AND GOVERNANCE 5.1 Establish and roll-out customer experience roadmap for RFL Property Services, incorporating the necessary technology, data and analytics needed to provide 360-degree view of the customer experience. 5.2 Develop and implement an analytics framework and Key Performance Indicators to measure and monitor customer engagement, experience and satisfaction. 5.3 Drive the development of customer experience reporting framework, tracking results, and presenting to RFL Property Services Boards on a regular basis with clear actions and recommendations for continuous improvement and enhanced customer experience. 6.CONTINUOUS SERVICE IMPROVEMENT AND TRANSFORMATION 6.1 Lead the Business Improvement team and work in collaboration with the relevant department leads to identify opportunities for continuous improvement and initiate key projects to drive sustainable improvement in customer engagement, experience and satisfaction. 6.2 Create a roadmap for service improvement initiatives that are sustainable, deliverable and create a positive outcome for all of our customers. 6.3 Work in collaboration with the Operations and Consultancy Divisions to drive the implementation of continuous improvement actions and solutions in customer engagement, experience and satisfaction. 7. LEADERSHIP AND MANAGEMENT OF STAFF 7.1 Provide effective, visible and inspirational leadership to deliver great outcomes for our customers and RFL Property Services. 7.2 Provide strategic, technical and expert advice, guidance and support to ensure the successful execution of RFL Property Services strategies, goals and objectives in customer engagement, experience and satisfaction. 7.3 Act as a technical lead for a wide variety of complex customer engagement, experience and satisfaction issues.