Head of Customer Experience

Since 1979 our Chelsea based weekly auctions have been in every interior stylists’ and private collectors’ diary. Now based in Fulham - the intoxicating mix of antique, contemporary & luxury items across our expansive 30,000 sq ft showroom, along with the introduction of our new daily carousel sales make Lots Road a must visit.

We are seeking a dynamic and experienced Head of Customer Experience to lead our customer service team and enhance the overall customer journey for our rapidly expanding auction business.

This pivotal role requires a strong leader who can manage and supervise a diverse team, ensuring that we consistently deliver exceptional service to a long standing traditional customer base, whilst welcoming & developing relationships with new customers at a time of extreme change & growth.

The ideal candidate will possess excellent communication skills, an unwavering positive outlook - always able to find the silver lining, and a strong proactive mentality - always finding opportunities & solutions for improvement.

Our key customer facing days are through the weekend and as such the hours for this role are Friday - Tuesday (40hrs per week)

We are an employee owned trust and as such our team have the possibility of a profit share bonus each year, along with the potential to influence & develop company policy & development.

Duties

* Manage day to day customer enquiries across all platforms in a timely & efficient manner, ensuring responses are informative and of the standard expected and data analysed to ensure responses are handled effectively

* Become a champion for the new systems, ensuring all of your team have regular training & support

* Support the finance department with enquiries and admin support - bookkeeping experience is an added bonus!

* Manage all HR related support for your department - rotas, leave & absence requests, appraisals, development & performance support

* Develop and implement strategies to improve customer satisfaction and loyalty - promoting positive customer reviews

* Manage and supervise the customer service team, providing guidance and support to ensure high performance - managing team goals, development & recruitment opportunities

* Analyse customer feedback and data to identify trends and areas for improvement.

* Foster a culture of excellence within the team, encouraging continuous learning and development.

* Communicate effectively with customers, addressing their needs and concerns promptly & liaising with Directors on key feedback and opportunities for improvement.

* Collaborate with other departments to align customer experience initiatives with company goals.

* Create training programmes for staff to enhance their skills in company systems & customer engagement

* Monitor key performance indicators (KPIs) related to customer experience and report on progress.

* Attend regular Managers meetings with other department heads to review processes & keep driving the company forwards

Requirements

Proven leadership experience in a customer service or related role.

Experience with either bookkeeping or HR management

Strong ability to manage and supervise teams effectively.

Excellent communication skills in English

Proficient in analysing data to inform decision-making processes.

A passion for enhancing the customer experience through innovative solutions.

Ability to work collaboratively across various departments within the organisation.

Strong problem-solving skills and the ability to think strategically.

If you are a motivated individual with a strong commitment to improving customer experiences, we invite you to apply for this exciting opportunity.