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?

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.