Head of Customer Experience

Job description

Starting with On-boarding and Helpdesk

Salary: £40k - £60k per year

Bromcom is the market leaders of Management Information System (MIS) for the education sector throughout the UK. The company is poised for significant growth from new business and by taking market share from other solutions on the market. An outstanding opportunity exists to join our company as we look for individuals considering a career move.

Do you have a passion for exceeding customer expectations?

Are you continuously striving to make sure your customers are getting the very best service?

This role will require you to be the champion of customers - far more than just defining practices by the sales, marketing and customer on-boarding, helpdesk and customer services teams, you will strategise and lead the way in ensuring every interaction a prospect and a customer has with the brand leaves them feeling loved and respected.

You will be solely responsible for developing the overall customer experience strategy, across all customer touchpoints including social media, email & telephone. You will handle the operational needs of the on-boarding, training, helpdesk and customer service team, leading a positive work environment that supports a high customer experience morale.

Pivotal to the role is your ability to embed core, tested customer experience standards and technologies. You will understand the financial drivers of customer experience, engagement and loyalty and work alongside the CRM & Community Manager to ensure your customer experience strategy is cohesive across all customer touchpoints

Furthermore, you will develop practises, with clear accountability, ensuring they develop the capability and expertise in customer experience disciplines, create and circulate monthly reports.

To qualify for this incredible role, you must have:

  • 5+ years’ experience working in a customer success or customer experience role
  • Been working for a “software as a service” companies preferably in education
  • Experience of successfully carrying out customer experience mission
  • Evidence of programme development and implementing changes or improvements
  • Solid collaborative, consultative, problem solving and analytical skills
  • Excellent written and oral communication skills and ability to build strong working relationships

For registration purposes please could you let us know where you are currently based or which locations you are considering as well as your required salary and notice period.

Job requirements

To qualify for this incredible role, you must have:

  • 5+ years’ experience working in a customer success or customer experience role
  • Been working for a “software as a service” companies preferably in education
  • Experience of successfully carrying out customer experience mission
  • Evidence of programme development and implementing changes or improvements
  • Solid collaborative, consultative, problem solving and analytical skills
  • Excellent written and oral communication skills and ability to build strong working relationships