Head of Customer Service

4 weeks ago


Romford Town, United Kingdom HCLTech Full time
Job Description

Create a coaching culture at all levels.


  • Provide regular mentoring sessions (weekly) to the senior management team.
  • Define Team leaders’ ways of working centered around coaching and development to drive customer experience and achievement of client driven SLAs.
  • Upskill the team leaders in coaching and industry best practices related to performance management.
  • Support the Team leader development program to enable coaching for success, with practical deployment of skills learned on the program.


Be the voice of the Customer:


  • Be the interface with 2LOD to ensure objective alignment.
  • Review current induction training from customer experience, regulatory and specifically complaints driven perspective. Revising training to become client specific and further upskilling.
  • Review Academy and upskill program including providing requirements for creation of material.
  • Define annual training requirements off the back transformation work for items such as complaints ways of working, scripts to call guides.


Operational effectiveness whilst delivering enhanced customer experience.


  • Create a robust capacity planning process linked to resource requirements.
  • Support Complaint eradication program.
  • Develop a robust RCA framework, implemented across all aspects of the operation.
  • Review and change all current calls scripts to reflect customer focus and improve effectiveness.
  • Support operational understanding of SLAs and Service level credits, aligning operational targeting to help delivery.



Reporting to:

  • Customer Operations Director.



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