Head of Customer Care UK & Ireland

at  Schneider Electric

Job Description:

HEAD OF CUSTOMER CARE UK & IRELAND

Schneider Electric has an exciting opportunity to join our team as the Head of Customer Care, reporting directly into the VP, Customer Operations UK & Ireland. We are seeking an experienced leader with a proven track record in leading, managing, and motivating high performing teams and who has a passion for people development, and continually improving customer experience. You work well cross functionally, locally, and globally building trusted partnerships across the business. You enjoy developing and executing strategies to meet our goals in a fast-paced environment.
In this role, you will be responsible to manage multiple teams across our customer journey including Order Management, Pre and Post Sales, Key Account Support and Technical Support. You can create an engaging working environment where the team are able to perform at their best. You collaborate well with others to continually improve customer experience and evolve the business.

PERSON REQUIREMENTS AND CONSIDERATIONS:

• Significant experience within a similar role, strong business acumen, can connect the dots cross-functionally and achieve results.
• Bachelor’s degree in a related field desired but not essential.
• Proven experience in a senior services management role, demonstrating leadership and strategic thinking.
• Strong understanding of customer relationship management systems and customer care technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Experienced in working with all levels across the organisation, including executive leadership, can adjust style and build internal relationships as a trusted partner.
• Ability to analyse data and draw actionable insights to improve customer care operations.
• Demonstrated ability to develop and mentor high-performing teams.
• Ability to manage multiple priorities in a fast-paced environment.

• Develop and implement customer care strategies, technologies, and initiatives to enhance customer satisfaction and loyalty, you will work with both local and global teams.
• Lead and manage the various customer support teams, providing guidance, support, and performance management to leaders and their teams.
• Communicating goals so that all employees understand their role, fostering a culture of accountability, collaboration, and high performance.
• Ensure coaching & development activities are taking place at a regular frequency.
• Oversee the resolution of customer inquiries, complaints, and escalations, ensuring timely and effective solutions, including partnering closely with commercial and logistical teams.
• Develop and deploy operational plans to provide and promote an omnichannel service experience (Phone, Email, Chat etc.).
• Implement global & local processes, policies, guidelines, and tools to improve customer care operations efficiency through all media channels.
• Monitor & manage customer flows, interactions, and service levels to ensure an effortless customer experience.
• Collaborate with cross-functional teams to improve processes and systems that impact customer care and experience.
• Create a collaborative environment, developing working relationships with key stakeholders across the zone (Finance, Marketing, Pricing, Supply Chain, Commercial etc.) actively participating in changes to commercial policy, commercial product returns, and procedural changes to provide excellence in customer service.
• Analyse customer care performance metrics and implement improvements to drive operational efficiency and service quality.
• Prepare reports & performance data to present to VP & key zone stakeholders.
• Provide thought leadership and strategic thinking to evolve the business.
• Be a customer advocate, clearly articulate the benefits of adopting new ways of working both for the customer and Schneider Electric.
• Stay abreast of industry trends and best practices.
  Qualifications: