Head of Customer Experience - #1712143

Head of Customer Experience – Innovative Cosmetic Dentistry

Leeds

Prosper Recruitment are working in partnership with a leading group of dental practices dedicated to delivering outstanding patient care and high-quality dental solutions. Our client pride themselves on innovation, teamwork, and exceptional standards in all that they do. Due to rapid expansion they are now seeking an experienced and motivated Head of Customer Services.

Position Overview: We are seeking a dynamic and experienced Head of Customer Experience to lead our efforts in providing an exceptional customer journey within our dental practice. The ideal candidate will possess a strong background in luxury sales or the hospitality sector, demonstrating a proven track record of elevating customer experiences in high-end environments. This role is critical in ensuring that our clients receive five-star service, fostering loyalty and satisfaction in our dental services.

Key Responsibilities:

Strategic Leadership:

• Develop and implement a comprehensive customer experience strategy that aligns with the company’s mission and enhances overall client satisfaction.


• Lead a team of customer service professionals, providing training and tools necessary to deliver exceptional service.

Customer Engagement:

• Engage with clients through various channels, including in-office consultations, follow-up calls, and feedback surveys to understand their needs, preferences, and perceptions.


• Utilise open questioning techniques to gather detailed feedback on service levels, with an emphasis on understanding both positive and negative experiences.

Feedback Management & Improvement:

• Document and analyse customer feedback, identifying trends and areas for improvement, and ensure feedback is communicated to senior management.


• Collaborate with clinical and administrative teams to drive positive changes based on customer insights and service feedback.

Quality Assurance:

• Establish and maintain high standards for customer interactions, ensuring that clients receive personalised and empathetic service at all touchpoints.


• Regularly review service quality and operational processes, implementing enhancements to optimise the customer experience.


• Brand Representation:


• Act as a brand ambassador, representing the practice’s values and commitment to quality care and service excellence.


• Develop a culture of professionalism and polished presentation within the team, ensuring all staff uphold the five-star service ethos.

Performance Metrics:

• Set and track key performance indicators (KPIs) related to customer satisfaction and service quality, providing regular reports to senior management.


• Monitor industry trends and benchmarks to continuously elevate the practice’s customer experience standards.

Requirements:

• Proven experience in high-end sales environments (e.g., luxury jewellery, upscale watches, high-end vehicles, beauty, healthcare) or relevant experience in the hospitality sector.


• Strong interpersonal skills with a demonstrated ability to build relationships, create rapport, and communicate effectively with diverse clientele.


• Exceptional problem-solving skills with a focus on customer resolution and service recovery.


• Strong documentation and analytical skills, with experience in utilizing customer feedback to drive actionable change.


• A clear passion for providing exceptional customer service and maintaining immaculate professionalism at all times.

Desired Attributes:

• Highly presentable and polished demeanour.


• A genuine passion for delivering five-star service and enhancing customer experiences.


• Empathetic approach towards customer feedback, viewing challenges as opportunities for improvement.

What’s on Offer:

• Competitive salary + benefits


• Opportunities for professional development and career advancement.


• A dynamic and supportive work environment focused on collaboration and excellence in patient care.


• The chance to be part of a forward-thinking organisation dedicated to growth and innovation.

INDAF

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