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Head of Service Quality - Major Comms Provider

Head of Service Quality - Major Communications Provider

UK - flexible

Up to GBP85,000 25% bonus GBP7,000 car allowance outstanding benefits

This opportunity offers the chance to redefine and shape the future complaints strategy for a truly best in class communications provider. The role is a mix between complaints management and strategy at the highest level, quality reporting and compliance, and continuous improvement. You will play a leading role in the definition of a new complaints management process following the rationalisation of the existing organisations, and on top of this, there is also a particular emphasis on root cause analysis to ultimately minimise the volume of complaints. By all accounts this is one of the most high profile roles at this company in 2014, and their objective to improve the complaints management process is at the heart of the organisation's strategy.

Responsibilities and Requirements



Lead construction of dedicated complaints management organisation, through rationalisation and adaptation, to bring service quality up to best in class.
Reduce complaint volume by identifying root causes and implementing solutions.
Own the NPS score for complaints in the business.
Drive organisational change and lead continuous improvement.
Strategically influence all aspects of complaint process.
Display real gravitas and ability in a leading role
Get in touch if you:


- Have proven experience in implementing frontline service strategy

- Are you used to managing headcount of 60 and defining training programmes to improve service

- Communicate clearly and exhibit real gravitas and credibility in leadership.

- Have significantly improved the complaints strategy of a large organisation in a regulated setting.

- Want to be at the forefront of driving strategic change in line with key company objectives

Contact Oli for more information

(service quality, complaints, complaint management, compliance, continuous improvement, customer experience, NPS, service design)

This vacancy is being advertised by expand executive search, a search and select firm registered in England that provides services to candidates and clients.

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