AVP, Customer Support and Training

We are currently seeking a high caliber professional to join our team as AVP,  Customer Support and People Experience. In this role, you’ll help drive better customer outcomes by ensuring the Complaints KPI is consistently met, strengthening frontline capability through knowledge management and targeted learning, and improving iNPS by translating complaint insights and iNPS detractor reviews into practical actions. You’ll work closely with Team Managers, SMEs and cross-functional partners to embed consistent, high-quality customer responses and prevent repeat issues.

In this role you will:

• Ensure the Complaints KPI is met by managing escalations effectively, driving timely and professional outcomes, analysing trends, and coordinating cross-team corrective actions to improve service quality and prevent recurrence.
• Develop, maintain, and optimise the contact-centre Knowledge Management System and knowledge base—keeping content accurate and up to date with SME validation—and drive agent adoption to ensure consistent, high-quality customer responses.
• Identify training needs and build targeted learning programmes; design and deliver training/workshops/coaching; measure effectiveness via assessments, feedback, and performance metrics; and foster a continuous learning culture where agents take ownership of their development.
• Support improvements in iNPS by using complaint insights and iNPS detractor reviews to identify root causes, prioritise fixes, and shape coaching, training, and knowledge interventions that improve customer outcomes and frontline capability.
• Generate regular reports on complaint trends, training effectiveness, Complaints KPI performance, and iNPS drivers (including detractor themes), partnering with management to recommend and implement improvements.
• Drive People Experience initiatives by coordinating team bonding and engagement activities, partnering with stakeholders to strengthen culture and collaboration, and supporting actions that improve the Employee Index.

To be successful you will need: 

• Bachelor’s degree in Business Administration, Communications, or related field.
• Contact-centre experience in customer service, complaints, and/or training/knowledge management.
• Strong customer service and complaint handling best-practice knowledge, with a track record of delivering against performance measures (including Complaints KPI and iNPS).
• Proven ability to design, develop, and deliver training programmes.
• Strong organisation, attention to detail, time management, and ability to juggle priorities.