Head of Customer Experience Centre

Management Level

D

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ’s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

The Head of the Customer Experience Centre is expected to contribute to the shaping of the future of the Customer Experience Centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might include Phone, Email, Web/Live Chat.

Based at our site in Birmingham this role will lead 300 FTE, across UK and India typically through a team of Managers and Team Leaders.

The Leadership role will ensure that customers receive a professional and consistently high quality service helping to resolve enquiries. In addition, the role holder will set and deliver the strategy for improving the contact proposition, in line with market leading practices, to improve the efficiency of customer contact handling whilst also growing customer advocacy.

Core Duties/Responsibilities

• Reporting to the Director, UK Shareholder Services Operations the role includes line responsibility for all Contact Centre & Complaint handling managers as well as the planning and forecasting team.
• Manage the day to day performance of the Contact Centre Operations who handle 6k – 10k calls per day,  to deliver a best in class service, meeting or exceeding all KPIs and within budget. Will have a focus on driving improvements in call handling times.
• Supports the strategy for the development of the contact centre, staying abreast of new practices and technologies.
• Lead and embed the change to a new customer service platform (Familiarisation with AWS is desirable)
• Lead, inspire and co-ordinate the Customer Experience management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction and coaching strategy across the contact centres
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
• Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
• Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
• Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies to create a cost effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Skills, Capabilities and Attributes

• Proven ability to inspire and energise teams
• Demonstrates a proactive and results driven approach
• Effective in managing change and fostering innovation
• Strong background in data analysis and interpretation
• Expertise in leveraging data insight to inform strategic decisions
• Proficiency in using analytical tools and platforms, familiarisation with AWS is desirable
• Skilling in analysing management information (MI) to identify trends, opportunities and risks
• Ability to present complex data in a clear and actionable format
• Excellent problem solving capabilities with a focus on root-cause analysis
• Experience in restructuring and upskilling teams to meet strategic objectives
• Track record of improving team efficiency and effectiveness
• Skilled in driving continuous improvements
• Capable of engaging and influencing stakeholders at all levels
• Proficient in delivering clear, concise and impactful reports and presentations
• This role will require flexibility around travel to our India office locations as required

What We Offer

Save For Your Future - Equiniti matches your pension contributions up to 10%

All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.

Health and Wellbeing – Employee Assistance Programme. Life assurance cover at 4x salary.

Employee discounts – Discounts and cashback at your favourite high street stores

Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan

Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days

Winning together – Equiniti ICON award vouchers

Learning & Development – Investment in LinkedIn Learning

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.