Experian – Head of Consumer Support – Lead a High-Performing Team!
Do you thrive on building and leading remarkable customer support teams? are you passionate about delivering outstanding consumer experiences while navigating a dynamic regulatory landscape? If so, Experian wants to hear from you!
We are seeking a dynamic and experienced Head of Consumer Support to lead our dedicated team and champion a customer-centric approach. Reporting to [Insert Reporting Line Here – not provided in text], you will be responsible for the overall performance and progress of the Consumer Support function, ensuring we consistently exceed expectations.
What You’ll Do:
* Leadership & Team Management: Build, mentor, and motivate a high-performing team of consumer Support professionals.
* Consumer Experience: Oversee all consumer interactions, guaranteeing professionalism, positivity, and efficient resolution of issues.
* Operational Excellence: Develop and implement strategies to improve operational efficiency, enhance consumer satisfaction, and streamline processes.
* Compliance & Risk Management: Maintain strict adherence to regulatory requirements and manage relationships with key bodies like AFCA and OAIC.
* Cross-Functional Collaboration: Partner effectively with Legal, Risk, Compliance, Data & Analytics teams to align on strategic goals and initiatives.
* Data-Driven Insights: Leverage data analytics to identify trends, inform decision-making, and continuously improve self-service options for our consumers.
* Continuous Improvement: Foster a culture of continuous learning, development, and improvement within the team.
About Experian:
Experian is a global leader in data and technology, empowering individuals and businesses worldwide. We’re transforming lending, preventing fraud, simplifying healthcare, and delivering innovative marketing solutions – all powered by the unique combination of data, analytics, and software.With 22,500 people across 32 countries and listed on the London Stock Exchange (EXPN), we’re committed to unlocking the power of data to create opportunities for everyone. Learn more at experianplc.com.
What You’ll Bring:
* Proven leadership experience with a track record of successfully managing and developing high-performing teams.
* Exceptional interaction skills (written and verbal) with the ability to effectively engage with consumers and stakeholders at all levels.
* Strong problem-solving skills and a demonstrated ability to resolve complex issues and manage complaints effectively.
* Solid experience in customer service or support roles, ideally in a managerial capacity.
* Extensive understanding of regulatory compliance and risk management principles.
* Analytical skills with the ability to interpret data and translate insights into actionable improvements.
* A commitment to fostering an inclusive, collaborative, and high-performance culture.
qualifications:
* Bachelor’s degree in Business Administration, Management, or a related field.
* Meaningful experience in client operations or customer service with demonstrated leadership responsibilities.
Why Experian?
We offer a fantastic benefits package and a truly rewarding work habitat, including:
* Financial wellbeing: Competitive compensation, bonus/commission plan, Experian shares discount, Novated Leasing & Salary Packaging.
* Work-Life Balance: Flexible working arrangements (hybrid model), generous time off including volunteer time, personal leaves, and paid holidays.
* Family Support: 17 weeks of Paid Parental Leave, family care leave, and study leave.
* wellness: Comprehensive wellness program.
* Culture: Be part of an award-winning culture that celebrates diversity, inclusion, and authenticity! (World’s Best Workplaces™ 2024, Great Place To Work™ and Glassdoor Best Places to Work 2024).
Experian is an Equal Prospect and Affirmative Action employer. We believe everyone deserves to bring their whole self to work and thrive.
Ready to make a difference?
Apply now! [Link to Submission – not provided in text]
Learn more about life at Experian: [Link to Experian Careers – https://www.experian.com/careers/]
