Elena Bueno-Davies

Head of Uk Customer Care @Pluxee Uk

Milton Keynes, GB

Head of Customer Care | 25 Years of Business-Wide Expertise | People-First LeadershipWith nearly 25 years at the heart of the business and over 7 years as Head of Customer Care, with Sodexo, now Pluxee I bring a comprehensive understanding of our operations, extending far beyond customer care. My leadership is defined by a people-first approach, ensuring that both our customers and team members thrive in a culture of service excellence and continuous improvement.Key Responsibilities:Leading with a focus on high levels of staff retention, fostering an environment where employees feel valued, supported, and empowered.Driving excellent eNPS (Employee Net Promoter Scores) and engagement through clear communication, recognition, and ongoing development opportunities.Maintaining a daily commitment to Operational Excellence, streamlining processes, managing HR, ensuring quality, and controlling costs.Managing Major Incidents and efficiently resolving escalations to ensure swift responses and minimal disruption.Delivering on performance goals through meticulous KPI and SLA management, ensuring we consistently meet and exceed targets.Promoting agility in service delivery, adapting to evolving customer needs and market conditions.Building and sustaining high levels of Customer Satisfaction through proactive and strategic engagement.Leading Change Management initiatives to align our service with both business and customer demands.As a people-first manager, I believe in fostering strong relationships, promoting growth, and empowering my team to excel. My leadership is rooted in creating a positive, engaging work environment, ensuring that service excellence starts from within.

Kidderminster College

Business & Finance