Head of customer operations


  • This position has now been filled

The role:

Leading the Rest Easy Group’s Customer Operations team which involves Sales and Customer Support, the new Head of Customer Operations will:

  • Oversee all sales support procedures, ensuring high communication standards are met and customer service processes adhered to by all team members

  • Actively seek out internal improvements to each customer service offering and present these to the relevant Directors

  • Responsible for owning and optimising the sales funnel of our customer experience

  • Monitor departmental growth, suggesting improvements and refinements where necessary

  • Monitor customer satisfaction levels, and ensuring that any escalated negative feedback is handled appropriately and in a timely manner

  • Create new processes and customer service procedures where required

  • Train, develop, manage and inspire a first-class customer support team

  • Set a clear vision for the business’s customer services division, driven by a complete, well-defined understanding of the business’s overall customer experience

Skills and experience required:

  • Ability to motivate and inspire large groups of people

  • Communicate direction and goals and manage a high performance team, coach and provide regular performance feedback

  • Work with other managers to design and enhance internal tools and policies

  • Actively oversee all dispute cases. Personally handle escalations and complex cases

  • Be an effective player-coach. Dedicate a significant portion of your time each week to rolling up your sleeves and working alongside the team

  • Develop and optimise workflows to improve productivity. Create procedures that promote best practice and ensure consistent service delivery

  • Think of innovative new ways to deliver a memorable customer experience

  • Gain insight into user issues, making recommendations to improve our product and service

  • Create and own departmental objectives & key results to identify, prioritise, implement and measure actions that matter most to the business

  • Strong data analysis ability

  • Champion individual and team achievements within the company

The person:

We seek a smart, energetic and experienced leader who knows how to motivate a team and get things done. Our ideal candidate will also ideally have the following skills/experience:

  • Bachelor’s degree or equivalent

  • A minimum of 3 years experience in a customer service management role, preferably with a background in dispute resolution or complaints management

  • Experience with either bespoke or ‘off the shelf’ CRM systems

  • Experience of recruiting and on-boarding employees at scale

  • Passionate about developing and motivating people to achieve great results

  • Ability to think strategically and understand the impact that decisions will have on the business

  • Strong interpersonal skills - able to establish credibility quickly and build relationships effectively across the business

  • Strong technology user. Proven experience of using tech to improve productivity and enhance existing operational processes

  • Excellent resource planning and organisational skills. Able to prioritise according to ever-changing demands

Why the Rest Easy Group?

  • Competitive salary

  • 25 days paid holiday

  • A shiny new Macbook

  • Stylish central London office near the Thames

  • Be part of a dynamic and fun team who move technological mountains incredibly quickly

  • Free beer and fresh coffee on tap

  • Arcade machine... STREET FIGHTER!

  • Flexible hours

  • Discounts off any Snaptrip!

I love working at Snaptrip. We’re trying to achieve some amazing things but the company believes in a great work / life balance.
— Sean Thompson, Marketing