This role can be based within commuting distance of any of our 19 offices, including Carlisle, Leeds, Newcastle, Manchester and Glasgow.Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.About UsArmstrong Watson are a trusted and leading independent Accountancy and Business Advisory firm based in the North of England and Scotland. Our services and advice are all centred around our Quest to support our clients to achieve prosperity, a secure future and peace of mind, which cannot be achieved without the expertise of our dedicated and valued colleagues.With approximately 800 colleagues situated across 19 offices, our people and our culture are at the heart of what we do. We recognise the unique impact we have on not only our clients, but also our colleagues, and the communities in which we operate. Our success is dependent on every colleague embracing all four of our core values: Honesty, Humanity, Trust and Passion.The RoleThe Head of Client Experience will be responsible for leading and enhancing the overall client journey, ensuring that every interaction with the firm is seamless, positive, and exceeds client expectations. Developing and implementing strategies to improve client satisfaction, loyalty, and retention by closely monitoring client feedback and industry trends.Collaboration with various departments to create a client-centric culture, drive continuous improvement initiatives, and ensure that the firm's services are aligned with client needs and preferences, contributing to the firm's growth and success.The Key responsibilities for the role will be.Strategic Leadership: Develop and implement strategies to improve customer relationship, dedication, and satisfaction.Initiative Oversight: Oversee the development and implementation of company-wide initiatives aimed at enhancing customer relations and brand loyalty.Customer Experience Goals: Supervise and oversee the strategy, planning, and execution of the organizations overall customer experience goalsCross-Department / Service Line Collaboration: Liaise with other department heads to ensure all teams contribute equally to providing customers with a seamless experience across touchpoints.Customer Feedback: Collect and analyse customer feedback to identify areas for improvement and implement necessary changes.Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.Training and Development: Develop and deliver training programs to ensure all employees are equipped to provide exceptional customer service.Innovation: Stay updated with industry trends and best practices to continuously innovate and improve the customer experience.Crisis Management: Handle customer complaints and issues promptly and effectively to maintain customer satisfaction and loyalty. Where compensation and financial compensation needed, and technical financial / regulatory matters, working with CEO & Managing Partner and PII Partner.The BenefitsIn return for your hard work helping us shape our future growth and development; we will provide a competitive salary and a positive benefits package which includes:Salary Sacrifice Employer Contribution Pension Scheme including Life Cover (4x salary) and Income ProtectionCompetitive Annual Leave entitlement up to 26 days, plus Bank HolidaysAnnual Leave Purchase Scheme allowing you to buy up to 5 additional days annual leave each yearSmart Working Policy, giving you the ability to balance home and remote workingHealth Shield Cash Plan (cash back on a range of Health benefits and discounts on holidays, fashion and entertainment)Employee Assistance Programme (24/7 confidential support for wellbeing and health)Paid flu jabs and eye testsIntroductory Commission Scheme (financial reward if you refer a new client)Employee Referral Scheme (financial reward if you refer new AW colleagues) enabling you to claim up to 2,500 for each referralOngoing access to online training courses and materialsPaid professional membership feesCharity of the MonthColleague of the MonthSubsidised social events throughout the yearIn addition to all the benefits you would expect from an award winning employer, you will be given the utmost encouragement and support to develop your career further.When you're with us... we're with you.
Job Title
Head of Client Experience