Head of Customer Service

2 weeks ago


Leicester, United Kingdom NSPCC Full time

Annually:
- £60,000-£65,000 per annum-
- Region:
- East Midlands-
- Location:
- Hybrid - Leicester, Leicester - National Training Centre-
- Department:
- Professional Learning Services-
- Vacancy Type:
- Permanent-
- Working Hours Per Week:
- 35-
- Closing Date:
- 27 May 2024**Head of Customer Service and Operations**:
At the NSPCC, our vision is to end cruelty to all children in the UK. An ambitious but worthwhile mission — and one you will help us achieve as **Head of Customer Service and Operations** within our Professional Learning Services.

Every childhood is worth fighting for. This is our belief. It drives us. And it is why our Professional Learning Services coach, guide, and inspire professionals and volunteers to build the confidence and skills they need to effectively safeguard children.

The Professional Learning Services work to provide expert safeguarding and child protection training and support to external professionals and organisations working or volunteering with children, or whose staff may come into contact with them.

To achieve this, we develop and deliver a range of products, services, and tools. This includes online learning, face-to-face and virtual training, and safeguarding consultancy. Our products reach over 80,000 professionals each year and fulfil our mission of being the go-to-place for safeguarding training and tools for anyone directly or indirectly working or volunteering with children.

The Customer Service and Operations team is a key part of Professional Learning Services drive to create a customer centred approach that aims to maintain strong relationships and effective customer engagement. First class customer service and business support are both vital in enabling the future growth of Professional Learning Services. The customer service team are responsible for managing the administration and support for all Professional learning customers, assessing, developing, and implementing processes and standards in line with divisional aims and objectives, this is a fast-paced service requiring dynamic and agile leadership.

As Head of Customer Service and Operations you will take overall responsibility for the development, performance, maintenance and smooth running of a busy customer service and business administration team that supports the operational running of Professional Learning Services including mapping and embedding a frictionless customer and business support journey. To achieve this you will:

- Lead the operational infrastructure for a high value commercial department that requires proactive responses to client and customer demand within a fast-paced commercial environment.
- Identify customer needs and deliver a high quality, cost effective, commercially facing customer service operation that exceeds our customers' expectations and contributes to referrals, upselling and customer retention
- Lead and develop the customer facing team in order to achieve resolution of customer complaints, issues and to run calling programmes in support of the sales and marketing strategy of the department
- Lead on due diligence and data protection for customers of the department ensuring that activity adheres both to the law and the NSPCC's own policies and procedures
- Take management of the event handling process and customer service of the National Training Centre, and with the Commercial Strategy team support a 3-year rolling business development plan to maximise the income generating potential of the building
- Lead effective cross-functional working, proactively seeking ways in which the work of the department can contribute to the success of the NSPCC's strategy



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