Job Description

• Building on the foundations of our ‘Number One Shop Window’ to shape a best in class Customer Engagement Centre to support our ambitious plans.
• Overseeing the introduction of a full Omni-channel contact solution, analyzing and re-engineering the customer journey to drive an improved customer experience and deliver to our business plans, reporting on progress to Retail Leadership Team.
• Leading and developing a large team of over 60 customer facing colleagues both in the engagement Centre and out in stores.
• Seeking opportunities to leverage our technical platform to improve efficiencies, whilst maintaining focus on the customer experience.
• Working closely with our Retail and Marketing teams to ensure our Customer Engagement Centre supports, and delivers, from both perspectives.
• Supporting the planning and delivery of the 3-year business plan, optimizing the potential for the Customer Engagement Centre within the overall Group strategy and Brand values.
• Driving the team to deliver service level KPIs through efficient resource scheduling.
• Responsible for the resourcing and development of customer engagement team members, future proofing with robust succession planning.
• Fostering and creating working relationships at the highest level with partners and stakeholders, understanding the business drivers of all concerned and working collaboratively to the mutual benefit of all.
• Upholding, safeguarding and promoting the Group’s values and policies relating particularly to ethics, integrity and corporate social responsibility.

We offer a comprehensive benefits package because we care about our colleagues and aim to build the best teams:

• Competitive Salary
• Relocation Assistance
• Access to our Support Colleague Bonus Scheme (up to 18% of salary)
• Boots discount card (after 6 months probationary period)
• Discounted flu vaccine at Boots Pharmacies
• Pension Scheme
• Permanent Health Insurance
• Life assurance cover
• Long service awards
• LifeWorks – a confidential support network to offer help and advice on matters in and outside of work.
• Annual leave entitlement starting at 25 days rising with length of service increments to a maximum of 30 days plus bank holidays

Required Knowledge, Skills, and Abilities

Proven track record of leading customer service or contact Centre teams in an Omni-channel model. Strong people management skills - mentoring, training and developing a large team both in person and remotely. Commercially aware - being able to work with internal departments to push for continuous improvements. The ability to work in a fast-paced environment, ideally you will come from a retail background. Truly customer focused, ensuring excellent customer service and satisfaction is consistently delivered. Highly organized with excellent prioritization skills. Good level of technical understanding and strong in the use of the latest customer contact technology and MS Office software. Natural people skills, able to adapt to individual needs and circumstances with empathy and compassion where needed. Educated to degree level or equivalent. Knowledge of/experience within the hearing health industry or healthcare retail. Experience in implementing new technology solutions