JOB PROFILE

Head of Customer Experience

Role in a nutshell: As ****Head of CX you will deliver the highest possible service standards. Ensuring we meet regulatory requirements and champion of our ethos of making the customer happy.

| Reporting to | Department | Location | Direct Reports | | --- | --- | --- | --- | | Managing Director | Sales | Alderley Edge, Head Office | 0 |

What you’ll be doing:

• Understand the expectations of the advice provided against regulatory regulations, ensuring that our T&C scheme is aligned
• Complete quality assurance checks to meet regulatory requirements. Evaluate any findings so that trends or risks can be identified and required action taken to improve standards
• Improve the customer experience and conversion rate via monitoring and engaging with customers for feedback. Including but not limited to customer reviews, call monitoring, file and sourcing checks
• Provide engaging and professional feedback to teammates so that their competency and performance is maximised
• Compile and analyse company MI to identify any compliance or performance issues and individual training needs. Ensuring there is a clear understanding of areas of underperformance and clear actions in place to monitor and improve
• Own training and development for all teammates who are pending achieving competent adviser status and any competent advisers who are categorised as a red high-risk profile
• Monitor and support CPD completion, raising any issues to Head of Sales for further action
• Create and maintain an accurate log of all sampling activities in line with the T&C scheme and regulatory requirements, to provide an audit trail of teammate development and regulatory compliance
• Liaise with BDM’s and lender compliance departments, in order to help build and maintain strong relationships
• Work with CRM Manager on customer communication to improve service levels and customer engagement
• Complaints handling including investigation, written response, reporting, root cause analysis and team training
• Respond to all negative review. Ensure all negative reviews are investigated and feedback is given to everyone involved. Feed into training plans as required
• T&c Maintain and update the training and competency scheme