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Head of Customer Transformation

Location

Regional / Home Based

Salary & Benefits

Excellent Salary & Benefits

We are looking for a Head of Customer Service Transformation to join us at Yell. Your role will be to lead the transformation of Customer Service at Yell driving customer obsession through our operational execution across all sites including customer and non-customer facing operations both on and offshore.

Historically Yell has had a Sales led culture which, as a monopolistic print business selling adverts that couldn’t be changed for 12 months, worked. Following the exit of the print directory business and the successful move into Digital Marketing Services, our customers now need and expect a professional and expert customer service where we get things right first time, we are easy to deal with and we provide a service worth paying for.

The service we offer customers today is not where we want it to be with 1 in 3 customers leaving us each year, 1 in 4 customers complaining about us, low NPS and a range of poor reviews across a variety of external platforms.

Our vision is to become a growing business and one which is growing because of our service. Customers will join us to get our expertise, stay with us to keep it and buy more from us seeing their businesses be more successful because of it.

The Head of Customer Service Transformation will lead the change to make this vision a reality through our operational execution and with a deep understanding of our customers, operational processes and practice will influence the necessary change required collaborating with all other functions in the business.

Full description