Save Job Back to Search Job Description Summary Similar JobsCustomer Experience Performance Improvement ManagerCX & Contact Centre FocusedAbout Our ClientPage Group are delighted to be partnering with a key client on the appointment of a Contact Centre Performance Improvement Manager to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider OperationsJob DescriptionDevelop strategies to continuously improve and develop the end to end customer journeyWork closely with demand and planning teams to ensure resource is available and met to meet performance expectationsEnsure consistency and compliance of service across the Contact Centre and wider operationsCreate a culture of continuous improvement across the contact centre and cx functionsTake an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive changeCreate, refine and adapt improvement plans on a continual basisBe a subject matter expert for change and process improvement across the business areaLead, motivate and inspire operational leaders through change management and process improvement cyclesThe Successful ApplicantExperience leading a complex / dynamic team within a Contact Centre, Customer Service or CX settingStrong analytic approach - turning data into insightsProven record in Process / Continuous ImprovementKPI Management within a Contact Centre environmentStrong knowledge of planning and schedulingPassionate about delivering excellent customer serviceWhat's on OfferThis is an exciting opportunity to join a leading business as Customer Experience Performance Improvement Manager.The role will be hybrid - 2/3 days on siteBased In the Leeds / Bradford Area, the role offers:Salary of £75,000 - £77,000Company Care or Car AllowanceUp to 15% BonusPrivate Medical InsuranceUp to 12% Employer contribution pensionx4 Life Assurance25 days holiday plus Bank HolidaysThe successful candidate will be based within a 1 hour commute due to business needsContactZach JohnsonQuote job refJN-042025-6721632Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorEnergy & Natural ResourcesLocationBradfordContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-042025-6721632
