Experian – Head of Consumer Support – โLead a High-Performing Team!
Do you thrive on building โคand leading โคremarkable โฃcustomer support teams? are you passionate about delivering outstanding consumer โexperiences while navigatingโฃ 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. Reportingโ to [Insert Reporting Line Here – not provided in text], you will be โresponsible for the overall performance โand progress of the Consumer Support function, ensuring โขweโ consistentlyโข exceed expectations.
Whatโ You’ll โDo:
* Leadership & Team Management: Build,โฃ mentor, and โmotivate a high-performing team of consumer Supportโค professionals.
* Consumer โคExperience: Oversee โคall consumer interactions, guaranteeing professionalism, positivity, and efficient resolutionโ of โissues.
* Operational Excellence: Develop and implement strategies toโค improve operationalโข efficiency, enhance consumer satisfaction, and streamline processes.
* Compliance & Risk Management: Maintain โstrict adherence โto regulatory requirements and manage relationships with key bodies like AFCA and OAIC.
* Cross-Functional Collaboration: Partner effectively with โLegal, Risk,โค Compliance, โData & Analytics teams to align on strategic goals and โinitiatives.
* Data-Driven Insights: Leverage data analytics to โidentify trends, inform decision-making, and continuously improve self-service options for our โconsumers.
* Continuous Improvement: Foster a culture โคof continuous learning, development, and improvement within the team.
About Experian:
Experian is โขa global leader in data and technology, empowering individuals and businesses worldwide. We’re transforming lending, preventing fraud, simplifying healthcare, and delivering innovative marketing solutions – โขall powered by the unique combination of data, analytics, and software.With 22,500 โpeople across 32 countries and listed on โthe London โขStock Exchange (EXPN), we’re committed to unlocking โคthe power of dataโ to create opportunities for everyone.โค โ Learn moreโฃ at experianplc.com.
What You’ll Bring:
* Proven leadership experience withโค a track record of successfully managing and developing high-performing teams.
* Exceptional interaction skillsโ (written and verbal) withโ the ability toโ effectively engage with โขconsumersโ and stakeholders at all levels.
* Strong problem-solving skills and a demonstratedโ ability to resolve complex issues and manage complaints effectively.
* Solid experience inโ customer service or โsupport roles, ideally inโ a managerial capacity.
* Extensive understanding โof regulatory compliance and risk management principles.
* Analytical skills with the ability โขto interpret data and translate โฃinsights โคinto actionable โฃimprovements.
* A commitment โคtoโ fostering anโฃ inclusive, collaborative, andโ high-performance culture.
qualifications:
* Bachelor’s degree in Business โAdministration, Management, or a related field.
* Meaningful experience in client operationsโ orโ customer service with demonstrated leadership responsibilities.
Why Experian?
We offerโข a fantastic โขbenefits โขpackage and a truly rewarding work habitat, including:
* Financial wellbeing: Competitive compensation, bonus/commissionโข plan, Experian shares โฃdiscount, โขNovated Leasing โข& Salary Packaging.
* Work-Life Balance: Flexible working arrangementsโ (hybridโฃ model),โฃ generous time off including volunteer time,โฃ personal leaves, and โฃpaid โholidays.
* Family Support: โข17 โขweeksโค of Paid Parentalโ Leave, family care leave, and study leave.
* wellness: Comprehensive wellness โขprogram.
* Culture: Be part of an award-winning culture that celebrates diversity, inclusion, and authenticity! (World’s Best Workplacesโขโ 2024, โGreat Place To Workโข and โขGlassdoor โฃBest Places to Work 2024).
Experian โis an Equal Prospect and Affirmative Action employer. We โขbelieve everyone deserves to bring their whole self to work and thrive.
Ready to makeโฃ a difference?
Apply now! [Link to Submission – not provided in text]
Learn more โคabout โฃlife at Experian: [Link to Experian Careers – https://www.experian.com/careers/]