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  • Work closely with the Director of Customer Experience and Marketing to outline key areas of improvement needed
  • Manage the Customer Contact centre to deliver first class service to internal and external customers as well as reviewing the CMS system to ensure we have a product that is fit for purpose.
  • Consider commerciality of initiatives, building a business case that optimises return on investment and/or minimises risk
  • Work collaboratively to provide clear and consistent best practice guidelines and support for the on-site delivery teams to ensure a consistently high quality delivery of the enquiry management process across the portfolio.
  • Understand and manage delivery against an agreed budget
  • Measure, learn and re-appraise projects at regular intervals, including reporting on specific key performance indicators (KPI's)
  • Ensure the successful internal and external communication of the progress of initiatives.
  • Work with the Divisional Sales and Marketing Managers and Regional Directors to provide the required "support on the ground" to deliver and embed the initiatives.
  • Work with the Learning and Development team to specify training requirements at a service level, and track the outcomes of the training as appropriate.

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