clear expectations, support colleague development and ensure teams have the skills, knowledge and resources required to deliver an excellent service. Using performance data, customer feedback, complaint insight and service trends, you'll identify opportunities to strengthen customer journeys, improve service recovery and remove unnecessary customer effort. You'll also … high-performing and customer-focused culture. Providing senior oversight of complex complaints, IT incidents, service failures and significant customer-impacting events. Using operational data, customer feedback and service insight to improve customer journeys, strengthen service recovery and reduce avoidable demand. Leading improvements across systems, customer data, digital channels ...