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Head of Customer Service Operations

8 months ago

Warrington, United Kingdom RJA Consulting Full time

**Are you a seasoned professional with a passion for delivering great customer service?**

**Do you thrive in a dynamic environment where customer journeys require a strategic and multifaceted approach?**

Our client is a customer-centric company that specialises in providing exceptional financial services. They are now seeking an experienced individual to lead the Customer Operations Team to drive customer engagement strategy and service to new heights.

Key Responsibilities:

- Designing and planning for operational efficiency improvements to enhance overall customer experience and streamline processes.
- Developing and implementing an omnichannel service strategy
- Leading people and performance management initiatives, including conducting 121 sessions, ensuring adherence to standard HR practices, and overseeing KPI delivery.
- Navigating complex customer journeys, particularly in the realm of financial products, where extended engagement periods, such as debt management, necessitate a multi-contact resolution approach.
- Collaborating with 3rd parties and stakeholders to ensure seamless coordination and alignment of strategies.
- Spearheading change management efforts to facilitate the successful implementation of operational enhancements and process changes.

To excel in this role, you should have:

- Demonstrate extensive experience in a Senior Customer Service orientated role.
- Demonstrated experience in mapping processes onto digital platforms using methodologies such as storyboarding and collating user requirements.
- Familiarity with managing complex customer journeys, particularly in industries with extended engagement requirements, such as financial products.
- Expertise in change management, with the ability to guide teams through operational transformations.
- Proficiency in people and performance management, including conducting 121 sessions, standard HR practices, and delivering on KPIs.

Compensation and Benefits:

- 25 Days holiday plus public holidays.
- Free onsite parking
- Regular socials & themed events
- Pension scheme
- Employee benefits scheme including lifestyle savings and discounts on everyday purchases.
- Employee Assistance Program including Medicash (health care) and Counselling.
- Skills development and career progression opportunities

**If you have a knack for optimising customer experiences through digital platforms and omnichannel engagement, and you are ready to lead a team in a fast-paced and dynamic environment, you will thoroughly enjoy this role.