Customer Satisfaction Lead

General Summary

The Customer Satisfaction Leader shall coordinate the company’s responses to concerns and pro-actively 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.
• Driving resolutions with customers and promoting the external image of the company through effective management.
• Coordinating 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 Quality team and pier group to drive improvements across Internal & External teams
• Supporting product & service-related incident investigations, ensuring that methods of investigation and reporting is appropriate promoting lessons learned are established and implemented.
• Driving a suite of Key Performance Measures and initiatives to drive improved levels of Customer Satisfaction across the Cathcart product lines.
• Producing weekly/monthly KPI reports to breed awareness relating to 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 defence of claims, though 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)
• Seek out improvement initiatives and report status (monthly)
• Host cross functional teams to help service the progress of claims (weekly)
• Be fully compliant with all Quality goals and objectives for calendar year (annually)

• 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 compliment 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

• Opportunities to develop
• Bonus
• 33 days holiday (inclusive of bank holidays)
• Holiday buy and sell
• Pension
• Life Cover
• Employee Assistance Program

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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)

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work with moderate noise (i.e. business office with computers, phone, and…