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Connect with Quadient

Quadient is a global leader in customer communication solutions. With over 100 years’ of experience and still going strong, we aim to be the driving force behind the world’s most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career – and help our future-focused team lead the way.

Director of Inbound Customer Experience

The Director of Customer Experience for Quadient CE & UKI is responsible for the strategic planning and execution of all Customer Interaction Centre(CIC) operations for Quadient CE & UKI. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, customer self-service, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Director’s success is measured by the organization’s ability to improve the customer experience and drive customers to Digital Self-Service. This position will lead the Contact Center Operations as part of the Quadient Global Customer Experience Team. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

Opportunity is hybrid based out of our Stratford, London office.

Your role in our future

• Collaborate with senior management to develop strategic plans; coordinate with other business units to establish open communication to ensure information is mutually shared to achieve optimal results

• Maintain relationship with customers in order to facilitate open communication, understand customer perspectives, and monitor customer satisfaction

• Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients

• Identify, analyze and resolve a wide range of technical, process and operational issues, providing quick and decisive solutions

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Customer Interaction Centers.

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

• Collaborate with the Global CIC team to share best practices, identify opportunities and deliver on performance metrics

• Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time

• Provide guidance for successful career pathing, succession planning, and talent retention

• Support Quadient global culture, increase diversity and adapt to flexible a work from anywhere workforce

• Other duties may be assigned by the Department Head and/or its representatives

Your profile

• Bachelor of Science degree or higher preferred or equivalent education or experience may be substituted for any of the above

• Minimum 5 years of Call Center/Contact Center management experience

• Experience managing managers

• Effective leadership, business acumen, and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities

• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

• Exceptional ability to develop and manage results-oriented recruiting and training programs,

• Ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced environment

• Understanding of financial policies and budget requirements, including forecasting

• Extensive understanding of the organization’s business operations and industry. Knowledgeable on emerging trends and industry practices

#LI-CS15

#LI-Hybrid

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Ready to lead the way? Apply now.

Rewards & Benefits

Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing : Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we all are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture which embraces difference and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.