Customer Satisfaction Lead

General Summary

The Customer Satisfaction Leader shall coordinate the company’s responses to concerns and proactively introduce customer awareness across all levels in the business, working in accordance with company policies and procedures.

• Promote a culture of prevention & continuous improvement
• Promote and influence customer satisfaction through timely customer resolution and retrieval of customer feedback.
• Drive resolutions with customers and promote the external image of the company through effective management.
• Coordinate with internal departments to define, resolve product & service quality issues, provide advice, guidance and support on all matters concerning Quality to Celeros personnel.
• Monitor and manage financial reviews driving improvements across the business based on CoPQ data from Warranty, Liquidated Damages and Goodwill.
• Work within the Quality team and pier group to drive improvements across Internal & External teams.
• Support product & service-related incident investigations, ensuring methods of investigation and reporting are appropriate and promoting lessons learned are established and implemented.
• Drive a suite of Key Performance Measures and initiatives to improve levels of Customer Satisfaction across the Cathcart product lines.
• Produce weekly/monthly KPI reports to raise awareness of concerns across the Cathcart product lines.
• Drive and promote the NCR process for quality disposition to all non‑conforming products.
• Benchmark with other Celeros locations to standardise processes to support resolutions where common clients are identified.

• Record No. Open & Closed Concerns (monthly)
• Record the financial impacts involved in servicing concerns (monthly)
• Record the value of net benefit being brought in defense of claims, possible upsells, recovery or opportunity conversion (monthly)
• Seek out improvement initiatives and report status (monthly)
• Demonstrate achievements made in post (monthly)
• Categorise the severity of Claims & demonstrate closure within suggested time frames (monthly)
• Host cross‑functional teams to help service the progress of claims (weekly)
• Be fully compliant with all Quality goals and objectives for the calendar year (annually)

• Significant relevant experience
• Awareness of ISO
• Able to demonstrate risk management and Root Cause Failure Analysis experience
• High level of computer proficiency (e.g., MS office, PowerPoint)
• Skilled in preparation, development and delivery of improvement projects
• Experience with developing and forging a customer interface with strong product knowledge to complement CUP Celeros Brand products
• Detailed analysis and reporting techniques including the visualisation and analysis of data
• Able to conduct and support Internal and External audits

• Competitive salary
• Opportunities to develop
• Bonus
• 33 days holiday (inclusive of bank holidays)
• Holiday buy and sell
• Pension
• Life Cover
• Employee Assistance Program
• Digital Benefits;
  Health, Wealth & Lifestyle

• Required daily to stand, sit, walk, talk, hear and see (specific close vision abilities are required to perform computer work)
• Required occasionally to stoop, kneel, crouch and crawl
• Required daily to use hands and fingers and arms to reach (to operate a computer and telephone)
• Required occasionally to lift and/or move objects that are light to moderate
• Required occasionally to travel (usually by air or road so may be required to sit for extended periods)

• Ability to work with moderate noise (i.e., business office with computers, phone, and printers, etc.)
• Ability to work in an open planned office / individual office
• Ability to sit at a computer terminal for extended periods
• Ability to sit in a car or on a plane for extended periods

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable…