Head of customer operations

Package:

• 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?